Our client is a leading Multinational Social Media company.
JOB RESPONSIBILITIES
- Manage the process and framework for gathering customer experience inputs and insights for the APAC business.
- Deliver strategic recommendations to business and cross-functional teams to enable small business growth across company’s platforms e.g. customer journey mapping, product recommendations.
- Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment.
- Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
- Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
- Monitor outsourced partners compliance, adherence, and productivity.
- Manage independent auditing programs and workforce.
- Utilize multiple customers listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
- Develop and assess customer experience through direct contact interactions and trend analysis.
- Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
- Provide thought leadership and advocate for small businesses.
Job Requirements:
- Bachelor’s Degree or equivalent with min 5+ years of work experience in program management, consulting, operational strategy or sales coaching, vendor management.
- Experience communicating and presenting insights and recommendations to executive teams.
- Experience leading and influencing cross-functional teams and aligning partners to shared goals.
- Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
- Operational and project management experience running strategic projects with cross-functional teams.
- Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners.
- Experience shifting priorities, while maintaining organization and control
- Customer journey mapping and/or process mapping experience is desired.
- Good communication and stakeholder management skill
If you are keen on this exciting opportunity, kindly ‘Apply Now’.
*Referrals are greatly appreciated*
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