Working hours: Mon to Fri, 8:30am to 5:30pm
Key Responsibility
The Customer Experience Manager steers the strategic planning process to secure an excellent customer experience for all customers. This position entails overseeing the inside sales function within the Singapore office and carrying the responsibility for supporting the marketing, sales, and service functions. Generally, the Customer Experience Manager coordinates, plans, and supervises a company's Inside Sales team, aiming to ensure the optimized interaction between the company and its customers and lead the team to achieve the Departmental KPIs and goals.
This role will be based in Singapore, is part of the Sales Department and reports to the Country Sales Manager. The main tasks and responsibilities are:
• Responsible for the leadership and management of the inside Sales function in the Sales Center
• Responsible for coaching, mentoring, and developing the Inside Sales Engineers
• Ensure strategic alignment of the local organization with the group strategy.
• Responsible for the implementation and communication of the strategic plans in conjunction with the local key stakeholder
• Lead & drive the Customer Experience Management (CXM) program.
• Work with respective stakeholders to provides insights, tools, methods, and trainings for the team to become truly customer centric.
• Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.
• Establish communication channels through which Customers can reach out to us easily and effectively.
• Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Work closely with Sales / Marketing departments to analyze customer’s feedback and develop activities/events effective for improved customer experience.
• Work with Corporate Team (HQ) to conduct surveys to gather information on customer opinion of rendered services.
• To work with respective stakeholders to grow Company’s Digital business.
• To work closely with External Sales in a team approach to serving the customers.
• Guide and direct the activities of Inside Sales Engineers to ensure their interactions with customers reflects positively on the company.
• Mentoring of Inside Sales Engineers to ensure compliance with set standards of courtesy and professionalism.
• Good understanding on processes for costings, quotations and proposals using CEP, SAP system.
• To provide guidance to team on technical advisory, project proposals follow-up, negotiations, closing project orders and customer liaison.
• Any other tasks might be required by the Company to support the business strategy.
Requirements
• Degree in Engineering or related studies (Electrical, Chemical Mechanical or Process)
• Work Experience in MNC and similar industry will be an advantage
• At least 3 years of relevant management experience
• Experience in managing and leading teams in a dynamic work environment
• Knowledge of relevant products and industries
• Technical knowledge of process automation and instrumentation
• Knowledge of SAP and Salesforce
• Good communication, presentation, and interpersonal skills
• Strong analytical and strategic thinking skills
• Work independently as well as in a team
• Ability to absorb new knowledge continuously and learning on the fly
• Good Time Management and Proactiveness
• Possess strong leadership skills
