Summary:
The Customer Journey & Growth Program Manager is a strategic role combining expertise in customer experience, M&A, franchise management, and new business development. The role emphasizes operational excellence, regional market knowledge, and ERP project implementation to drive growth and enhance customer journeys across the brand portfolio. This position also requires financial and audit expertise to ensure operational and strategic decisions are data-driven and sustainable.
Key Responsibilities:
Customer Journey and Experience Management
- Design and optimize customer journeys across multiple brands, ensuring exceptional experiences at all touchpoints.
- Collaborate with marketing, operations, and technology teams to implement customer-centric initiatives.
- Analyze data to track and improve customer satisfaction, loyalty, and retention.
Mergers & Acquisitions (M&A) and Franchise Management
- Support M&A activities by conducting financial analysis and assessing customer and operational synergies.
- Develop and oversee franchise management strategies, ensuring consistent brand compliance and performance.
- Build relationships with franchisees to support their operational and customer journey improvements.
New Business Development and Market Expansion
- Identify and pursue growth opportunities in the SEA market.
- Lead new concept launches and market entry strategies to strengthen the brand portfolio.
- Conduct market research to understand trends, consumer behavior, and opportunities in the F&B industry.
ERP and Project Management
- Oversee ERP implementation to streamline processes and enhance operational efficiency.
- Manage cross-functional projects with clear objectives, timelines, and KPIs.
- Ensure alignment of all projects with the company’s strategic goals and growth objectives.
Financial and Audit Expertise
- Leverage ACCA certification and audit experience to ensure financial accuracy and compliance in projects and operations.
- Conduct regular audits and financial analyses to identify risks and opportunities for cost optimization.
- Collaborate with finance teams to align customer journey projects with budgeting and financial targets.
Regional Expertise and Communication
- Utilize knowledge of the SEA market to inform localized strategies and initiatives.
- Build strong networks in the region to stay ahead of market trends and opportunities.
- Communicate effectively in English, Malay, and Chinese to engage diverse stakeholders and audiences.
Qualifications:
- ACCA professional certification with a minimum of 5 years of audit experience, preferably in the F&B or retail industry.
- Proven experience in customer experience, M&A, franchise management, or new business development.
- Strong knowledge of the SEA market with demonstrated success in driving growth and market expansion.
- Hands-on experience in ERP project implementation.
- Fluency in spoken and written English, Malay, and Chinese.
Key Competencies:
- Strong financial acumen and attention to detail.
- Strategic thinker with the ability to align customer experience with business goals.
- Exceptional project management skills, with the ability to lead cross-functional teams.
- Excellent interpersonal and communication skills, adaptable to diverse cultures and stakeholders.
- Entrepreneurial mindset with a focus on innovation and growth.