As a Customer Experience and Partnership Manager, you will be in the team responsible for managing EVe’s customers and various stakeholders. In this role, you will develop and refine EVe’s Customer Experience strategy and manage and uplift the customer experience for electric vehicle’s motorists. You will also establish long-term relationships and collaborate with government agencies, industry partners and community partners to ensure a smooth support of the operational deployment and running of Electric Vehicle Charging Points within designated zones.
Responsibilities
· Conceptualise and develop EVe’s CX strategy, manage customer journey design and delivery, customer communications, research, and insights.
· Handle customers’ feedback / complaints / enquiries effectively and professionally within the set timeline.
· Conduct relevant engagements (e.g. different customer segments, EV charging operators) to identify challenges and pain points, and work with internal stakeholders to translate these findings to improve processes and workflows.
· Support and monitor service performance KPIs, measurements and standard and establish the CX measurement framework and metrics.
· Engage key stakeholders (e.g. Town Councils, govt agencies) and develop and implement the EVCP deployment strategy through partnerships with Town Councils and other stakeholders.
Requirements
· Tertiary education with at least 2 years of relevant experience in partnerships and engagement/customer relations as well as strong people management skills are preferred.
· Knowledge and/or experience in UI/UX design principles and methodologies will be a plus.
· Customer-oriented, agile thinker, and emotionally intelligent to build relationships
· Excellent verbal skills and interpersonal skills to coordinate with team members and external stakeholders, and to manage feedback
· Proficient in Microsoft Office suite software
· Good understanding of the EV masterplan.
· Candidates in public service community partnership with CX experience as well as candidates from Engineering or Transport services related industry will have an advantage.
