A new Head of Customer Experience position has just been created with a growing company specialising in hospitality and property management.
Our client is seeking a seasoned Head of Customer Experience to lead their customer success team. This role will be pivotal in shaping the end-to-end customer experience strategy, ensuring alignment with the company's goals and objectives. The successful candidate will have the opportunity to work in a dynamic environment, collaborating with various business functions to deliver an exceptional customer journey across all stages, channels, and touchpoints.
- Lead the end-to-end customer experience strategy
- Collaborate with various business functions to enhance customer journey
- Drive continuous improvement through customer insights
What you'll do:
As the Head of Customer Experience, you will play a crucial role in shaping our client's customer journey. Your primary responsibility will be to develop and implement a comprehensive customer success strategy that aligns with the company's goals. You will lead a dedicated team, fostering collaboration across various business functions to ensure a seamless end-to-end customer experience. Your ability to build strong relationships with key customers will be vital in this role, as you act as an escalation point for any issues or concerns. Leveraging your strategic thinking skills, you will establish feedback loops to gather valuable customer insights, driving product and service enhancements based on these findings. Furthermore, you will leverage technology to optimize operations, increase efficiency, and reduce costs. Your role will also involve preparing regular reports on customer success metrics, sharing valuable insights with relevant stakeholders.
- Develop and implement a comprehensive customer success and experience strategy
- Ensure collaboration between the customer experience team and other business functions
- Define key performance indicators for customer success and monitor performance against these metrics
- Lead, mentor, and manage the customer success team
- Build strong relationships with key customers, acting as an escalation point for any issues or concerns
- Establish feedback loops to gather customer insights and drive product and service enhancements
- Leverage technology to optimize customer success operations and increase operational efficiency
- Prepare regular reports on customer success metrics and share insights with relevant stakeholders
What you bring:
The ideal candidate for the Head of Customer Experience position brings a wealth of experience from customer-facing organizations. With at least 10 years in the field, including 5 years in a leadership role, you understand what it takes to deliver exceptional customer experiences. Your background in the Hospitality or Hotel industry will be highly beneficial in this role. You possess a deep understanding of Customer Relationship Management software and account management, which you will leverage to optimize operations and enhance customer interactions. Your ability to visualize the end-user experience and strategize accordingly sets you apart. As a leader, your exceptional skills inspire and motivate your team to deliver top performance. Your excellent communication and relationship-building skills enable you to engage with customers at all levels effectively. Lastly, your strong strategic thinking and problem-solving skills equip you to develop and implement effective customer success strategies.
- Minimum of 10 years of experience in customer-facing organizations, with at least 5 years in a leadership role
- Experience in Hospitality or Hotel industry is highly preferred
- Knowledge of Customer Relationship Management software/systems and account management
- Ability to visualize end-user experience and strategize accordingly
- Exceptional leadership skills with the ability to inspire and motivate a team
- Excellent communication and relationship-building skills
- Strong strategic thinking and problem-solving skills
- Bachelor's degree in Business, Marketing, or a related field
What sets this company apart:
Our client is a dynamic organization that values collaboration, innovation, and customer-centricity. They are committed to delivering exceptional customer experiences across all touchpoints of the customer journey. Their focus on continuous improvement and feedback-driven enhancements sets them apart in their industry. By joining their team, you will have the opportunity to contribute to a culture that values teamwork, learning, and growth.
What's next:
Ready for an exciting career move? Apply now!
Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
