Bartender - Duomo Restaurant

Head, Customer Experience

Summary: Our client is in search of an experienced customer oriented professional to provide leadership and direction to the overall customer experience and relations management function to ensure consistent quality in service delivery, best-in-class customer experience, and ultimately, customer retention and expansion of the customer base across all sales channels

Duties and Responsibilities:

Customer Experience Strategy

• Drive and own the customer experience strategy and execution roadmap covering all relevant functions; govern the end-to-end strategy to ensure accountability for results
  

• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior (segmentation, cohort modelling, behavior analysis etc)
  

• Ensure the delivery of excellent customer experience in accordance with the company s vision and leading practices, across its various channels
  

• Apply design thinking in mapping and creating seamless customer journeys across the sales channels
  

• Establish metrics for defining the relationship with the customer
  

Customer Insights and Analytics

• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience industry
  

• Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes, and policies
  

• Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc) and provide useful information to the market intelligence department for analysis and inference
  

• Liaise with other customer-facing functions to obtain and provide information on customers
  

• Manage third-party agencies to run customer surveys/research if required
  

Customer-centric Culture

• Foster and work with all department leaders to promote a customer-focused culture within the organisation
  

• Conduct periodic and unscheduled visits to SIMS outlets to ensure compliance with service charter
  

• Drive accountability for customer experience across the organisation; develop experience KPIs across all levels of leadership
  

Call Centre Operations

• Develop and drive the implementation of programmes or initiatives for customer relations and call centre operations
  

• Approve schedules for call centre staffing/ work shifts to ensure adequate number of officers on a continuous basis to attend to customers enquiries and complaints
  

• Conduct periodic audits of call centre operations to ensure continuous efficiency in service delivery Capacity Building
  

• Ensure continuous training of customer service representatives to ensure quality and timely delivery Customer Issues Resolution
  

• Ensure that customer queries and complaints across all platforms (telephone, website, and social media) are logged and addressed effectively and in a timely manner
  

• Institute relevant systems to support the customer service framework and ensure timely resolution of complaints or enquiries from customers
  

• Coordinate the provision of customers concerns to sales executives in relevant locations and follow up to ensure resolution and customer satisfaction
  

• Escalate unresolved issues to the relevant head of department or Chief Marketing Officer as appropriate and follow-up to ensure proper resolution
  

Others

• Provide advice on where to make investment decisions that will give the highest customer impact
  

• Prepare periodic activity reports for the attention of the Chief Marketing Officer, highlighting improvement opportunities resulting from customer engagement
  

• Be an ambassador of the organisation s values of customer centricity, integrity, innovation, positivity, and passion
  

• Perform any other duties assigned by the Chief Marketing Officer
  

Requirements

The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily

• Bachelor s degree or its equivalent in sales, marketing, business administration or related discipline
  

• 10+ years relevant experience in customer experience management
  

• Proven experience designing and delivering human centered experiences
  

• Relevant experience leading customer experience transformation initiatives
  

• A good understanding of CX leading practices
  

• Thorough understanding of qualitative and quantitative research, journey design and agile methodologies
  

• Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS
  

• Experience or exposure to analytical tools such as Power BI, Tableau
  

• Proven leadership/supervisory and people management skills
  

• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
  

• Excellent analytical and problem-solving skills