Head of Customer Experience (Bangkok, Thailand)

Job Description:

  •  Lead the way in developing customer excellence strategies/programs and processes intended to help the organization understand, analyse and create a positive customer experience at every touchpoint.
  • Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals.
  • Work closely with other business functions to incorporate CE strategies and gain insights into improvement opportunities for CE.
  •  Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with them
  • Lead teams on redefining how customer experience should be run, align customer experience concepts, value proposition, and related processes with regional CE teams and in-country teams
  • Work closely with other verticals (eg. Payments team, driver loyalty & retention) in relation to CE-related processes that require Finance or Audit interactions

 

Qualifications:

  • 8 – 10 years supervisory / managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
  •  Fluent in English both oral and written, and local languages.
  •  Excellent communication, presentation and interpersonal skills.
  • Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
  • Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
  •  Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.
  •  Analytical and process oriented; ability to problem-solve

Please send your latest CV to email theo.tomijaya@gmail.com with subject Head of Customer Experience Thailand latest 14 March 2017

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