We are seeking for a Customer Experience Manager to boost our CX initiatives, shaping the experience and overall satisfaction for our clients. Work with stakeholders, develop processes, and improve service delivery. If you're passionate about creating great experiences, join us!
Job Responsibilities:
CX Initiatives
- Liaise with relevant stakeholders on a series of CX improvement initiatives and subsequent deployments across various touchpoints
- Develop processes for CX implementation e.g. metrics reporting, service principles implementation
- Assist with the development and implementation of new and/or improved service delivery channels/ initiatives
- Assist in distilling learnings from the various insights reports and prototyping projects for the development of CX strategy, vision, framework and service principles
- Assist to track performance trends and monitor effectiveness of various CX-related interventions, monitor service level standards and to highlight areas that require resolutions (both in the short-term and long-term)
- Assist in tracking the implementation of the CX roadmap and propose areas that may require revisions
CX Training/ Recognition
- Work with internal stakeholders on the planning of the different types of CX training/ learning for various groups of staff, leaders and vendors
- Assist in the curriculum development of the different types of training programmes for staff, vendors and partners
- Perform periodic reviews of the training contents for the various types of training and assist to recommend revisions wherever necessary
- Monitor and identify best practices for internal learnings on CX and plan learning sessions to cross-share best practices
- Assist in establishing and monitoring of rewards and recognition programmes for CX efforts and achievements
CX Data-Driven Initiatives
- Work with IT Team on the integration of CX-related data sources and development of the dashboards for CX metrics monitoring by management and staff
- Coordinate and consolidate reports of customer experience across various touchpoints, and service metrics from omnichannel data points
- Conduct regular review of metrics to ensure they are relevant as business operations evolve, and metrics are captured at key `Moments of Truth’ for identified customer segments
- Track performance trends and monitor effectiveness of various interventions, monitor service level standards, and promptly highlight areas that require resolution
CX Forums, Administrative Duties & Others
- Plan, coordinate and organise meetings with internal stakeholders on CX discussions
- Work closely with Business Development to ensure consistent positive brand experience across various touchpoints
- Organise client appreciation events to engage and foster stronger relationship with Client
- Perform administrative duties e.g. procurement, budget utilisation tracking, logistics arrangements, finance related processing
- Assist and support in any other CXSE initiatives, when needed
Job Qualifications:
- At least a Degree in Business Administration or in a related field with minimum three (3) years of experience in Contact Centre industry
- Experience in customer experience related projects or service journey mapping or data analysis work would be an added advantage
- Sound knowledge in contact centre operations, telephony/IT systems and contractual terms
- Proficient in Microsoft tools and preparing of management reports
