Job offer: Senior Manager, Customer Journey Management

Position Summary

Responsible for executing a customer advocacy function and mapping customer journeys. Be assigned to work on defining the customer journey management (CJM) strategy with the objective to achieve a cohesive and optimal customer experience for all customer segments across touchpoints. 

Responsibilities

• Mainly monitor customer feedback score (CFS), customer sentiment reports, and identify areas of impact
• Understand customer expectation, perception and develop action plans to improve the customer experience gaps and customer satisfaction by working with cross-functional teams
• Conduct user experience testing to monitor seamless customer journey across all products in different departments
• Work closely with internal stakeholders such as product team, brand & marketing communication team to analyze current status, review and revise to improve customer journeys as needed in line with digitalization
• Work together with product team and ensure for a seamless product roll out in accordance Go-To-Market strategies
• Identify area of churn from experience perspective and improve customer retentions accordingly
• Make evidence-based recommendations and presentation to the management and relevant teams as per customer insights to make better informed decisions for the customers
• Critical thinking with analytical skills and digital mindset with knowledge on revenue triggers
• Perform other duties as assigned by the Supervisor

Required Qualifications & Skills

• Preferably Master’s Degree in Marketing or Business, comparable work experience preferably in telecom sector
• Understanding business life cycle of telcom operation
• Professional people leadership experience in small/large company
• Able to work under pressure and have proper time management skills
• Highly organized with exceptional attention to detail
• High expertise in customer journey management, digital journeys
• Customer-centric mindset, with a strong background in customer service operation, customer experience management and product management
• Energetic, flexible, result-oriented and committed with ‘can do' attitude
• Excellent communication and presentation skill with proficiency in English language
• Excellent analytical and problem-solving skills
• Good knowledge on Microsoft tools such as MS Powerpoint, MS Excel