Customer Experience Manager

$ 3,500 / month
Logo of Progresif Cellular Sdn Bhd
Brunei Jobs
Job Offer:
Customer Service Jobs
$ 3,500 / month
Brunei Muara
Bandar Seri Begawan
Local area:
Progresif Cellular Unit 1-5, Block A & B, Spg 137-65 Kg Kiarong, Jln Pasar Baharu Gadong
Job Details:

Position: Customer Experience Manager
Total Vacancy: 1 Male/Female

Job Purpose:

• This position is responsible for Customer Analytics and Insights & Continuous Improvement of People Process and Technology.

Job Accountabilities:

1. Capturing expectations, preferences and aversions of current and future Progresif customers through multiple platforms (Social Media, Focus Groups, Mystery Shopping, Surveys, etc. ) (Voice of Customers)
2. Gathering, analysing and interpreting critical customer data in order to idenfity, attract, and retain the most profitable customers. (Customer Analytics and Insights)
3. Design and implementation of Predictive and Propensity Models (Customer Analytics and Insights)
4. Measurement and improvement of the department’s outputs and ensuring we can quickly identify, eliminate and replace bottlenecks, root causes and inefficiencies (in the area of people, process and technology) that affect the relationship with the customer
5. Managing the Customer Experience function in a manner that it can scale as the company grows and enters new markets
6. Contribute to the development, operation, and optimisation of Progresif’s CRM capability in order to grow Progresif’s ability to serve, support, retain, reward and win back customers and also to drive commercial value derived from customer relationships
7. Contribute to CRM development roadmap by introducing new CRM Channels for interacting and engaging with customers.

Qualification and Skills Required:

• Bachelor’s Degree in Marketing, Business Administration, Professional Communication and Media
• 5 years in customer service
• 2-3 years of experience in leadership roles
• Excellent verbal communication and presentation skills
• First grade written skills
• First grade written skills

Education Required: First Degree or equivalent
Age: 30 - 45 years old
Driving License Class: 3
Basic Salary: B$ 3, 500 / Month
Allowances: B$ 150
Employment Type: Full Time

Closing date: 28/09/2019

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