Job Title: Head, Customer Experience
Department: Customer Experience
Reports To: CEO
About KrisShop:
KrisShop, a subsidiary company of Singapore Airlines, is a premier retail establishment dedicated to delivering exceptional shopping experiences to travellers and non-travellers. With a focus on providing a curated selection of premium products and exclusive brands, KrisShop aims to elevate the retail experience for passengers and domestic customers, aligning with the high standards set by Singapore Airlines.
Role Overview:
As the Head of Customer Experience at KrisShop, you will play a pivotal role in shaping and executing the customer experience strategy, ensuring it resonates with the brand's ethos and surpasses customer expectations. Your primary responsibility will be to conceptualize and implement initiatives that enhance the shopping journey for passengers across various touchpoints.
Key Responsibilities:
1. Oversees the implementation and support of the
a. Customer Experience strategy – encompasses all the plans for the company to make positive and high-quality customer engagements.
b. support channels including but not limited to Phone, Email, Live chat, Self-service, Social media, Video chat, communities, mobile messaging
c. Voice of the customer – focuses on customer needs, wants, expectations and preferences
d. Call centre processes and governance including but not limited to senior management endorsement, stakeholder representation, goal alignment, documented policies and procedures, resource management, performance management, change management
2. Customer engagement: Day to day handling of cases
3. Team Leadership: Lead, mentor, and develop an effective team focused on delivering exceptional customer experiences, fostering an environment of innovation and excellence.
4. Enhancing Customer Journey: Analyze customer touchpoints and interactions to identify areas for improvement, implementing strategies that elevate the end-to-end shopping experience.
5. Collaboration and Coordination: Work collaboratively with cross-functional teams including marketing, sales, operations, and other relevant departments to ensure a cohesive and seamless customer experience across all platforms.
6. Data-Driven Insights: Leverage data analytics and customer feedback to derive actionable insights, driving continuous improvements and innovations in service offerings.
7. Vendor and Partner Relations: Cultivate and maintain strong relationships with vendors and partners to curate a diverse and compelling product range that resonates with customer preferences.
8. Performance Evaluation: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives, regularly evaluating performance and adapting strategies accordingly.
Qualifications and Skills:
1. Bachelor's degree in Business Administration, Marketing, or a related field. An MBA or equivalent qualifications are advantageous.
2. Proven track record of 8-10 years in senior customer experience roles
3. At least 3 years in people management roles.
4. Familiar with industry CE tools like Zendesk or Freshdesk
5. Strong leadership abilities with a demonstrated capacity to inspire teams and drive results in a dynamic environment.
6. Analytical skills with a data-driven approach to decision-making preferred.
7. Excellent communication and interpersonal skills, capable of collaborating across departments and engaging stakeholders at all levels.
8. A passion for delivering exceptional customer experiences and a deep understanding of customer-centric strategies.
