100024620 Manager (Customer Experience)

Job Description

Job Purpose

Develop and implement CRM policies and plans to align with business goals by enhancing customer engagement, loyalty, and satisfaction. Additionally, it involves overseeing key stakeholder relationships to influence and achieve business goals. All this, ensuring compliance while driving growth through continuous improvement.

Main Accountabilities

1. CRM Strategic Planning

Develop and implement CRM plan that integrates customer journey management, database segmentation and to drive customer engagement and enhance loyalty that align with business goals.

2. Key Stakeholder Management

Oversee and manage communications and relationships with key internal and external stakeholders, ensuring alignment of business goals.

3. Customer Analytics

Develop customer database framework and collate feedback across touchpoints to derive actionable insights, track performance and optimize engagement strategies.

4. Customer Journey Management

Map and manage the end-to-end customer journey to identify pain points, optimize touchpoints, and enhance overall experience, driving more effective marketing practices and customer satisfaction.

5. Service Quality Assurance

Develop and ensure customer service standards are consistently met and exceeded across all channels, aiming to deliver exceptional customer experiences and uphold the brand promise at every interaction

Requirements

• Minimum bachelor's degree in business or equivalent.
• Years of Experience : No less than 8 years of working experience with exposure within the realm of Customer Service / CRM / Marketing / Sales

Job Info

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