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Job Summary:
We are seeking a strategic and customer-focused Senior Manager: Customer Experience to enhance every stage of the customer journey, ensuring exceptional service and engagement. This role is responsible for developing customer experience strategies, loyalty programs, CRM initiatives, and service innovations to increase customer satisfaction, retention, and brand advocacy. Additionally, the position will oversee customer touchpoints, feedback mechanisms, and experience-related projects to align with global and regional customer satisfaction standards.
Key Responsibilities: Customer Experience Strategy & Enhancement
- Develop and implement strategies to enhance the overall customer journey and experience across all touchpoints.
- Drive customer engagement initiatives, ensuring seamless interactions from acquisition to post-sales services.
- Collaborate with internal teams to create customer-centric processes and improve service efficiency.
- Ensure alignment with global and regional HQ customer experience strategies.
- Implement and monitor key Customer Satisfaction Index (CSI) and Dealer Satisfaction Index (DSI) initiatives.
Customer Relationship Management (CRM) & Loyalty Programs
- Develop and execute customer retention and loyalty programs to increase engagement and lifetime value.
- Oversee CRM strategies, including personalized communication and service offerings.
- Identify and implement data-driven insights to enhance customer segmentation, personalization, and satisfaction.
- Coordinate with retail network partners to optimize customer retention strategies and drive repeat business.
Customer Touchpoints & Experience Innovation
- Manage and improve customer touchpoints, ensuring seamless and consistent service across digital and physical channels.
- Optimize online and offline customer interactions, enhancing convenience and accessibility.
- Develop new customer service initiatives, including self-service tools, digital enhancements, and proactive support solutions.
- Ensure continuous improvement through customer journey mapping, surveys, and feedback analysis.
Customer Feedback & Service Quality Improvement
- Establish and oversee mechanisms for collecting, analyzing, and acting on customer feedback.
- Work with internal teams to address pain points and enhance the end-to-end customer experience.
- Implement initiatives to improve customer NPS (Net Promoter Score), CSI, and DSI ratings.
- Collaborate with dealers and service teams to standardize and improve customer service processes.
Leadership & Collaboration
- Lead, mentor, and support the customer experience team to ensure high performance and professional growth.
- Foster collaboration between sales, operations, and service teams to drive a customer-first culture.
- Ensure adherence to company policies, compliance standards, and ethical customer interactions.
Qualifikationen
Qualifications & Experience:
- MBA or Bachelor’s degree in Business, Marketing, Customer Experience, or related fields.
- Minimum 5 years of experience in customer experience management, CRM, or customer engagement strategies.
- Experience in financial services or the automotive sector is preferred.
- Strong expertise in customer journey mapping, service design, and customer insights analytics.
- Proven ability to develop and execute successful customer experience initiatives.
- Strong project management and problem-solving skills, with the ability to work independently.
Special Knowledge & Skills:
- Strong customer-centric mindset with a passion for service excellence.
- Excellent relationship management and stakeholder engagement skills.
- Experience managing customer satisfaction programs and loyalty initiatives.
- Strong analytical skills to interpret customer data and improve service strategies.
- Excellent communication and interpersonal skills for cross-functional collaboration.
- Ability to manage multiple initiatives under tight deadlines with a keen attention to detail.
- Thai language proficiency is an advantage but not required.
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