Manager, Global Customer Experience

3 weeks ago

Malaysia KLOOK Travel Full time

Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs -  P ush boundaries,  A sk For and Give Feedback,  T ake Ownership, and  H elp Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

What you will do

  • Lead the team and actively monitor and benchmark customer experience market practices across industries to implement Klook’s customer experience standards reflecting customer needs, market needs, and internal priorities.

  • Engage various internal and external stakeholders to manage and optimize cross-functional processes

  • Support the planning, design and execution of multiple initiatives to improve the cross team’s operation efficiency.

  • Data Analysis: build metrics and implement mechanisms to monitor and analyze customer experience related performance, such as CSAT, FCR and contact reasons analysis

  • Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally

  • Own the customer experience journey and customer experience strategy with and across all verticals and market business teams

  • Be the ‘customer advocate’ within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements.

  • Solicit buy-in and work towards delivery and implementation of CEG projects and initiatives that are aligned with the voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed.

What you will need

  • Bachelor’s degree or above

  • Strong customer experience mindset, as well as analytical, written and verbal communications skills.

  • Deep understanding of how to align and operationalise business outcomes with customer experience.

  • Track record in delivering customer experience success in cross functional initiatives

  • Strong analytical skills and an ability to work with and make sense of numbers and data.

  • Eager to work in a fast-paced and dynamic environment

  • Globally-minded and comfortable working with people from different cultural background and in different time zones

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

Similar Jobs (5) Specialist, Customer Experience (Japanese Speaker) locations Taipei time type Full time posted on Posted 5 Days Ago Specialist, Customer Experience (English Speaker) locations Kuala Lumpur (CEG) time type Full time posted on Posted 5 Days Ago Specialist, Customer Experience (Mandarin) locations Taipei time type Full time posted on Posted 5 Days Ago

Klook was founded in 2014 out of a passion for discovery. Since then, we have become a go-to app for booking travel and leisure experiences in APAC, raised over US$720 million in funding and connected millions of users to experiences that bring joy. But we’re not done yet. We are explorers at heart, always innovating to empower people around the world to discover, book, and experience the best things to do.

Together, we’re building a truly global workplace where talented people push boundaries every day and help each other achieve a shared vision. Most importantly, you decide what growth and success look like in your role. The opportunities are yours for the taking if you’re brave enough to make the first move and step outside your comfort zone. Sounds like a place you’d thrive in? Get in touch #J-18808-Ljbffr

  • Manager, Global Customer Experience

    3 weeks ago

    Malaysia KLOOK Travel Full time

    Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together...

  • Manager, Global Customer Experience

    1 month ago

    Malaysia KLOOK Travel Full time

    Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together...

  • Manager, Global Customer Experience

    2 months ago

    Malaysia KLOOK Travel Full time

    Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together...

  • Manager, Global Customer Experience

    3 weeks ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Manager, Global Customer Experience

    1 month ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Manager, Global Customer Experience

    1 month ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Manager, Global Customer Experience

    3 weeks ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Customer Experience Manager, APAC

    1 month ago

    Malaysia Expedia, Inc. Full time

    If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or...

  • Customer Experience Manager, APAC

    3 weeks ago

    Malaysia Expedia, Inc. Full time

    If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or...

  • Customer Experience Expert

    1 week ago

    Malaysia TDCX Full time

    **#BeMore** Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! **Top Reasons to work with TDCX** -...

  • Global Business Centre Manager

    2 weeks ago

    Malaysia Monroe Consulting Group Full time

    **Global Business Centre Manager**: - **Sector**: Monroe Industrial - **Contact**: Shawin Kaur - **Client**: Monroe Consulting Group - **Location**: Malaysia - **Salary**: Negotiable - **Expiry Date**: 22 April 2024 - **Job Ref**: BBBH437070_1705994769 Executive search firm, Monroe Consulting Group is recruiting on behalf of one of the leading...

  • Manager, Customer Experience

    7 days ago

    Malaysia Lazada Full time

    Location:Malaysia Department: Customer Service Location: Malaysia Team and Role Introduction:MIO (Market Insights & Operations) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller experienceResponsibilities: Reporting...

  • Assistant Customer Experience Expert

    4 weeks ago

    Malaysia TDCX Full time

    #BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX Attractive...

  • Assistant Customer Experience Expert

    2 weeks ago

    Malaysia TDCX Full time

    #BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX Attractive...

  • Manager, Customer Experience-customer Care

    2 months ago

    Malaysia Lazada Full time

    Location: **Malaysia** - Department: Customer Service- Location: Malaysia- Team and Role Introduction: - Market Insight & Operations (MIO) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller...

  • Assistant Customer Experience Expert

    1 week ago

    Malaysia TDCX Full time

    #BeMoreDo you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore Top Reasons to work with TDCXAttractive remuneration,...

  • Manager, Customer Experience-customer Care

    7 days ago

    Malaysia Lazada Full time

    Location:Malaysia Department: Customer Service Location: Malaysia Team and Role Introduction:Market Insight & Operations (MIO) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller experienceResponsibilities: Reporting to...

  • Manager, Customer Experience

    3 weeks ago

    Malaysia Lazada Full time

    Location: **Malaysia** - Department: Customer Service- Location: Malaysia- Team and Role Introduction: - MIO (Market Insights & Operations) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller...

  • Manager, Global Key Account

    4 weeks ago

    Malaysia Malaysia Full time

    Manager, Global Key Account (JD Sports), Wholesale Account & Relationship Management (Sales) The purpose of this role is to drive profitable and sustainable market share growth within assigned account and categories while promoting and respecting the image of the adidas brand. The Key Account Manager will be responsible for implementing specific product...

  • Manager, Customer Care-seller Experience

    2 weeks ago

    Malaysia Lazada Full time

    Location: **Malaysia** - Department: Customer Service- Location: Malaysia- Team and Role Introduction: - The Seller Experience (CX) team is responsible for improving end to end journey experience for our sellers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform. You will lead strategic,...