Head of Customer Care Operations

4 weeks ago

Malaysia Zenyum Full time

About Zenyum

Zenyum is one of Asia’s largest consumer brands in the making. We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual.

We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) one-commerce platforms and in physical stores.

We are backed by some of the world’s best VCs, including Sequoia and LCatterton. We are a bunch of ambitious folks and we want to create a place that you will want to show up for every single morning ,and create products that make you smile more.

Join us in our mission to spread smiles across Asia

About The Role

Customer Care is the department delivering the smiles at Zenyum. You take charge of our empathy layer across our APAC markets and lead the moat which Zenyum has against larger B2B players.

As the Regional Head of Customer Care, you drive a culture of creativity, collaboration and growth. Reporting into Zenyum's Chief Product Officer, you guide your team through data and implement user journey upgrades like you would develop a software product, agile and scalable.

Teamwork is key Work closely with the Managing Directors of our markets to implement cultural idiosyncrasies and establish rapport with other headquarter functions to truly build a seamless, digital customer care experience.

Responsibilities
  • Customer experience and policies :Define the business process and policies for Customer Care interactions which need to be constantly updated, localized and adopted.
  • Team Management : Build a locally relevant customer care team based on our customer needs and overall customer experience vision. You bring your colleagues onboard on the region’s vision through an inspiring, clear and inclusive communication, and can provide a 360 view of the customer journey to all stakeholders.
  • Goal setting: Create and establish KPI and goals regionally, create visibility into the experience with the right goal setting, tool set up and analysis .
  • Empathy and Collaboration: Collaborate regionally and globally with relevant functions to constantly adapt and challenge the plan /roadmap based on changing customer behaviors /patterns. You are responsible for after sales experience and with an omni mindset and you drive collaborations, partnerships and new ways of working together with other functions to deliver a digital first experience.
Requirements
  • Tertiary qualifications with at least 6 years of relevant experience.
  • Strong supervisory and leadership skills, with direct team leading experiences of at least 5 team members.
  • Advantageous to possess Regional or Global experience.
  • Advantageous to possess experience setting up customer service related KPIs, processes and policies.
  • You are a process-orientated individual who is keen to constantly streamline and improve processes and policies
  • You are a "digital first" visionary, with excellent insights into planning, structuring and establishing how an ideal customer lifecycle journey experience will be like.
  • You have strong analytical and problem-solving skills, have a commercial focus and an insights driven approach to business growth, where you take responsibility and accountability with a proven ability to work towards goals and delivering results.
  • You have a proven track record of driving processes cross functionally and create business results, whilst collaborating well with regional stakeholders and comfortable enough to be hands-on when required.
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