director of customer experience (tech mnc) in Singapore

posted
contact
joshua fong, randstad
job type
permanent

job details

posted
location
singapore
specialism
corporate support & legal
job type
permanent
working hours
Full-Time
experience
10 years
reference number
91M0134859_1560827468
contact
joshua fong, randstad

job description

about the company

Our client is a growing tech firm with a large presence in the Asia Pacific region. They are currently looking for a Director of Customer Experience to join their growing office in Singapore.

about the job

As a leader championing customer experience, you will focus primarily on:

  • Developing clear strategies for customer care in the region and ensuring continual oversight of this by engaging with the regional customer care team and aligning on key activities
  • Working closely with other business units to drive customer experience initiatives to impact the overall business with the use of KPIs, customer retention, process improvements, and customer feedback
  • Creating and executing retention strategies to ensure adoption, integration and expansion of the organisation’s portfolio through an experienced regional customer care team
  • Converting learning and performance gaps into action plans together with management teams where you will then track and monitor progress towards those objectives
  • Gathering customer insight to support decisions on how to drive retention and growth such as the development of check-ins to drive maximization of usage
  • Maximizing the company's reach and effectiveness through transforming customer experience via online initiatives
  • Constantly reviewing and identifying areas in need of improvement, progress and risks that might arise

skills and experience required

The ideal candidate should have a minimum of 12 years of customer experience and have led large scale transformation projects to improve customer experience using a variety of initiatives. You should be able to work in a fast paced environment and navigate through the challenges that come as being part of the ever changing digital and tech landscape.

You should be someone who has developed and led a team of successful individuals who are able to take your direction and produce results. As someone who is firm yet approachable, you are able to interface and connect with individuals at all levels within the organisation, bridging top management and the regional team, enabling both parties to work seamlessly together under your supervision.

You should also come with an impressive track record of achievements in the implementation of strategic projects and transformation, where a significant change can be noted.

If the above describes you, feel free to reach out for a confidential discussion by applying to this role.

Consultant-in-charge: Joshua Fong (EA: 94C3609/ R1766275)








skills

no additional skills required

qualification

no additional qualifications required

educational requirements

Bachelor Degree