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Senior Manager, Customer Experience

Senior Manager, Customer Experience

Sinergia Talents Sdn BhdPetaling Jaya, Selangor, Malaysia
30+ hari lalu
Jenis pekerjaan
  • Quick Apply
Penerangan pekerjaan

JOB RESPONSIBILITIES :

Customer Experience Strategy & Leadership

  • Develop and implement regional CX strategies aligned with business goals with local twist when it makes sense.
  • Champion a customer-centric culture across all levels of the organization.
  • Stay informed on CX trends and best practices, integrating relevant innovations.

Voice of the Customer & Insights

  • Lead the design and execution of customer feedback programs.
  • Analyze data from NPS, CSAT, and other metrics to identify improvement areas.
  • Present actionable insights to senior leadership through dashboards and reports.

    • CX Tools & Technology

  • Oversee the deployment and optimization of CX platforms and tools.
  • Ensure proper configuration, integration, and user training in collaboration with IT.
  • Monitor tool performance and recommend enhancements as needed.

    • Complaints Management

  • Establish and maintain a robust complaints management framework.
  • Oversee resolution of escalated issues, ensuring timely and satisfactory outcomes.
  • Track and analyze complaints data to identify systemic issues and drive improvements.

    • Client Engagement

  • Serve as a key CX representative in client meetings and reviews.
  • Gather direct client feedback to inform service improvements.
  • Build strong relationships with strategic partners to enhance satisfaction and loyalty.

    • Cross-Functional Collaboration

  • Work closely with Operations, other Transformation teams (Business Excellence, Quality & Training, Digital & Onboarding) and Business Development to align CX initiatives.
  • Support training programs that reinforce service excellence and customer empathy.
  • Work closely with internal stakeholders to align CX initiatives with business goals.

    • Team Leadership & Development

  • Manage, coach team, and foster a culture of customer obsession, innovation, and accountability
  • Act as a regional CX ambassador, sharing best practices and success stories across markets.

    • JOB REQUIREMENTS & QUALIFICATIONS :

  • Degree with minimum 10 years of experience in customer experience roles.
  • Spent at least 4 years in a leadership role and exposure to working in a fast pace organization
  • Proven leadership in multicultural and regional environments.
  • Strong analytical skills and experience with CX metrics and reporting.
  • Proficiency in CX tools (e.g., CRM, feedback platforms, analytics dashboards).
  • Excellent communication and stakeholder management skills.
  • Experience in client-facing roles, with the ability to build trust and credibility.
  • Preferably experience in the insurance, assistance, or service industries.
  • Familiarity with East Asian markets and customer behavior.
    • Buat amaran kerja untuk carian ini

    Manager Customer Experience • Petaling Jaya, Selangor, Malaysia

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