Manager, Global Customer Experience

3 weeks ago

Kuala Lumpur, Malaysia Klook 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 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 - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help 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.

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