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Job Benefit

  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

The CX Leader will oversee and drive all customer experience (CX) projects, ensuring a seamless and exceptional customer journey across all touchpoints. This role requires a strategic thinker with a passion for creating impactful CX initiatives and the ability to lead cross-functional teams to deliver results aligned with the company's vision and customer-centric values.

1. Project Oversight and Management

  • Lead and oversee the execution of CX projects from conception to completion.Define project scope, deliverables, and KPIs to measure the success of CX initiatives.
  • Monitor project timelines, budgets, and resources to ensure timely and cost-effective delivery.
  • Collaborate with internal teams, such as marketing, operations, and sales, to ensure seamless execution of CX projects.


2. Customer Insights and Data Analysis

  • Collect and analyze customer feedback, surveys, and behavioral data to identify trends and insights.
  • Utilize data to design and implement customer-centric solutions and improvements.
  • Report on CX metrics such as NPS, CSAT, customer retention, and engagement to evaluate project effectiveness.


3. Team Leadership and Collaboration

  • Manage and guide a team of CX professionals to deliver high-quality projects and initiatives.
  • Facilitate collaboration between departments to ensure consistency in delivering customer experiences.
  • Provide training and support to employees on CX best practices and standards.


4. Innovation and Continuous Improvement

  • Stay updated on emerging CX trends, technologies, and best practices to maintain a competitive edge.
  • Benchmark against industry leaders and competitors to introduce innovative CX solutions.
  • Continuously review and optimize processes and touchpoints to elevate the customer experience.

Job Requirement

Education:

  • Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field. Master’s degree is a plus.

Experience:

  • 5+ years of experience in customer experience management, project management, or a related role, preferably in retail or consumer-facing industries.
  • Proven track record of successfully managing CX initiatives and delivering measurable results.

Skills and Competencies:

  • Strong project management and organizational skills, with experience using tools such as Asana, Trello, or similar platforms.
  • Analytical mindset with expertise in data analysis and interpretation.
  • Exceptional communication and interpersonal skills to influence stakeholders at all levels.
  • Creative problem-solving abilities with a focus on customer-centric solutions.
  • Knowledge of CX metrics and frameworks (e.g., NPS, CSAT, CES).



Key Competencies

  • Leadership: Ability to inspire and lead cross-functional teams effectively.
  • Strategic Thinking: Capacity to align CX strategies with business objectives.
  • Customer-Centricity: Passionate about understanding and exceeding customer expectations.
  • Adaptability: Thrives in a dynamic environment and embraces change.

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