Manager, Global Customer Experience

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

About Klook

We are a top platform in Asia that offers travel services and unforgettable experiences, aiming to connect people through unique adventures.

Established in 2014 by 3 passionate travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook is dedicated to providing joy to travelers worldwide with a vast selection of quality experiences. From famous landmarks to thrilling activities like paragliding, from cultural tours to convenient local services in 2,300 destinations globally.

If you appreciate the magic of travel, join our diverse team of over 1,500 members across 20+ locations. At Klook, we don't just curate memorable experiences; we are also shaping a world of joy together.

We are a group of global citizens who work hard and play hard, fostering a high-performance culture guided by our core values - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We are always striving for more, believing in reaching new heights and discovering endless possibilities in the ever-evolving travel industry. Want to be part of this journey?

What you will be responsible for

  • Lead the team and stay updated on customer experience practices in different industries to establish and maintain Klook's service standards that meet customer needs and market trends.
  • Collaborate with internal and external partners to streamline cross-functional processes.
  • Assist in planning, designing, and executing initiatives to enhance operational efficiency across teams.
  • Perform Data Analysis: develop metrics and tools to track and analyze customer experience performance indicators such as CSAT, FCR, and reasons for customer contact.
  • Monitor customer sentiment to ensure high CSAT scores as Klook expands globally.
  • Develop and implement customer experience strategies across all areas of the business.
  • Advocate for the customer within Klook, ensuring that feedback is shared with relevant teams for continuous improvement.
  • Gain support and drive the execution of projects aligned with customer feedback to address issues promptly.

What you need to succeed

  • Bachelor's degree or higher education.
  • Strong customer-focused mindset with excellent analytical, written, and verbal communication skills.
  • Deep understanding of aligning business objectives with customer experience.
  • Proven track record in delivering successful customer experiences through cross-functional projects.
  • Excellent analytical skills and the ability to interpret data effectively.
  • Thrive in a fast-paced and dynamic work environment.
  • Embrace diversity and able to collaborate with individuals from various cultural backgrounds and time zones.

Klook is proud to promote diversity and inclusion in the workplace. We welcome talented individuals from all walks of life, believing that a harmonious workplace is one that values every employee's contribution equally. We are committed to fostering an inclusive culture where everyone feels at home.

We do not entertain unsolicited resumes from temporary agencies or recruiters. We will not engage with, nor pay any fees to, agencies submitting resumes without our consent.

Prior approval from Klook's Talent Acquisition Team is necessary for agencies to submit resumes, only in conjunction with a valid agreement and for specific job openings. Failure to comply will result in no fees or payments made to the agency.

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