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Customer Experience Manager, SEA

Job description

A leading retail organisation is looking for a Customer Experience Manager, SEA to drive initiatives to enhance the customer journey, streamline operations and communication and reduce customer service contact rates. This position directly reports to the Regional Head of Business Operations.

Key Responsibilities:

  • Oversee the customer experience from order receipt to delivery
  • Take overall responsibility for planning and reporting accuracy, identifying issues, and collaborating with the team to resolve them promptly
  • Work with fulfilment teams in stores and warehouses to streamline logistics and meet fulfilment KPIs
  • Review reports and recommend improvements to the fulfilment algorithm to enhance delivery timeframes
  • Identify potential gaps or areas for improvement within the customer journey and provide actionable solutions
  • Report and measure key performance indicators for operations, ensuring they are communicated to relevant internal and external stakeholders
  • Manage customer-focused incidents affecting single or multiple orders through to resolution
  • Escalate customer issues to appropriate stakeholders
  • Collaborate with the Customer Service Manager to develop training programs for the customer service team, ensuring a consistent and exceptional customer experience
  • Stay informed about industry best practices and emerging trends in customer experience
  • Ensure website content related to fulfilment and customer service is up to date

Key Requirements:

  • Tertiary qualification in any relevant field of study
  • Minimum 5 years of order management, service delivery and customer experience management experience in the retail industry
  • Prior experience in the E-Commerce or Multi-Channel retail industry is beneficial
  • Experience in Warehouse Operations, Retail, or Customer Care is essential
  • Proven experience in managing, developing, and coaching a team
  • Demonstrated ability to build strong relationships with key stakeholders
  • Able to work independently
  • Strong leadership, interpersonal, management and collaborative skills
  • Strong team building, decision-making and people management skills
  • Ability to look at situations from several points of view

To apply, please click "Apply Now" or email Shanggar Ganesh at shanggar.ganesh@ambition.com.my. Data provided is for recruitment purposes only.

Due to the volume of applications received, we regret to inform you that only shortlisted candidates will be notified.

JTK Number: JTKSM 995 | Company Registration Number: 201301019088 (1048918-T)

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