Customer Experience Senior Officer Ứng tuyển

Job Purpose: Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL.
Key Responsibilities:
NPS & Customer Journey:

Act as the MBAL’s expertise supporting the company teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).
Design new and improved customer journeys across traditional and digital channels.
Analyse the customer experience through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.
Follow & Measure KPI of service quality to ensure customer satisfaction.

Loyalty & Customer Care Program:

Support & Implement MBAL’s loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.

Persistency Management:

Support & tracking progress of Sub-projects & Manage ROI into Persistency Project based on 6 main factors: Quality Of Sale, Dunning Activities, Measurement, Method of Payment, Sale Management, Customers.

Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners.
PC literate in Microsoft Office (Word, Excel, PowerPoint).
Extensive experience in gathering and interpreting customer experience information;
A Bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.
Solid knowledge of online customer engagement platforms and channels.
At least 2 years of experience as a customer experience officer, or a similar customer support role.

Cập nhật gần nhất lúc: 2021-06-30 14:04:03