Chief Customer Officer [RID-00552]

Fairview International SchoolKuala Lumpur, Kuala Lumpur, Malaysia

1 hari lalu

Penerangan pekerjaan

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose :

The Chief Customer Officer develops and implements strategies that enhance customer satisfaction, loyalty, and retention, ensuring that the organisation consistently meets or exceeds customer expectations. As a senior executive, the CCO acts as the voice of the customer within the leadership team, aligning customer-centric strategies with business objectives to drive growth, profitability, and a customer-first culture.

In this role you will :

Develop and implement a comprehensive customer experience strategy to align the company's vision and business goals, ensuring customer needs are central to all decision-making processes.
Lead efforts to gather and analyze customer feedback and data to identify trends and pain points, utilizing insights to inform strategic decisions and measure the impact of customer experience initiatives.
Advocate for customer needs within the executive team by championing initiatives that enhance satisfaction and loyalty, and build strong relationships with key customers to incorporate their feedback into strategic planning.
Establish and track Objectives & Key Results (OKRs) related to customer satisfaction, loyalty, retention and operational efficiency regularly reporting on metrics and the impact of initiatives to the executive team and board.
Oversee the management of customer operations to ensure efficient and effective service delivery, enhancing support operational efficiencies and implementing self-service tools and technologies to empower customers and reduce support interventions.
Provide regular updates and strategic recommendations to senior leadership on the status and impact of CX initiatives and research findings. This helps in aligning CX efforts with overall business goals and securing support for key initiatives.
Oversee the budget and resource allocation for Customer Operations and CX projects, ensuring efficient use of resources and alignment with organizational priorities. This includes managing vendor relationships if applicable.

You're a great fit if you have :

Degree in Business, Analytics, Organizational Psychology, Human Centered Design or equivalent.

Minimum of 10-15 years of experience in customer experience, customer success, or related fields, with a proven track record in a senior leadership role.

Technical / Functional Skills

Communication and Influencing Skills - Extensive experience in leading cross-functional teams and driving customer-centric initiatives at a strategic level.

Data-Driven Decision Making - Demonstrated ability to leverage data and analytics to inform decisions and improve customer experiences.

Strategic Vision - Strong strategic thinking and problem-solving skills, with the ability to navigate complex and ambiguous situations.

Customer Focus - A customer-centric mindset with a passion for delivering exceptional customer experiences.

Leadership and Team Development - Proven ability to lead, mentor, and inspire teams, fostering a culture of collaboration and excellence.

Leadership / Behavioral Skills

Confidentiality : Ability to handle sensitive information with confidentiality.

Negotiation & Influence

Effective Communication

Decision Making & Judgement

What Makes Working With Us Awesome

Our people and culture : You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.

Availability of tools and applications : You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.

Development focused : Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Relax and unwind at the leisure area with video games, board games, books, and more.

Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).

Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.

A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.

There will be workshops, talent shows, sport activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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