Customer Experience Manager
6 days ago
Customer Experience Manager
Role summary-This senior role is responsible for building end to end solution to collect, quantify, measure, and summarize the voice of customers from different channels including contact centers, client service, online and others. Meanwhile, the person needs to deliver high quality VOC readout to senior mgmt team with clear insights, numbers, and actions for improvement on a routine basis and event-basis.
Location-Shanghai
On-site
Full-time
What you'll do
- Design end to end process and platform for customer voice collection
- Analyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customer
- Deliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt team
- Maintain close and strong partnership with sales, marketing, and Ops team for VOC alignment
Who you are
- Motivated self-starter who can learn quickly in a fast-paced environment
- Service-oriented mindset and understand client service and operations
- Passionate and committed professional with excellent interpersonal skills
- Strong work ethic and accountability
- Great team player who cares and willing to help other colleagues
- Strong people management skills
- Strong influencing skills internally & externally
- Solid organizational skills including attention to detail and multitasking skills
- Strong analysis and presentation skills
- Able to work in China
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