Customer Experience Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Castlery Full time

Castlery is a rapidly growing, vertically integrated furniture brand founded in 2013, with headquarters in Singapore and offices across the United States, Australia, China, and Malaysia. We believe that the key to growth lies in a customer-centric approach, making the delivery of a world-class customer experience one of our core strategic priorities.

As the Customer Experience Operations Manager, you will play a key role in managing and optimizing our online customer experience operations. Reporting to the Senior Customer Experience Operations Manager, you will oversee daily operations, ensuring a high standard of service, and contribute to scaling our operations as we expand. We are looking for a leader who has experience in managing high-performing teams and is focused on driving operational excellence.

Key Responsibilities:

  • Customer-Centric Leadership: Manage and motivate customer experience teams under your care, fostering a culture of customer obsession. Work closely with the Senior Manager to implement strategies that deliver exceptional service quality.
  • Operational Excellence: Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly.
  • Performance Optimization: Utilize data-driven approaches to improve processes, reduce response times, and enhance overall service standards.
  • Training & Development: Support the design and delivery of training programs to ensure team members maintain consistent, high-quality service. Facilitate ongoing development to meet evolving business needs.
  • Capacity Planning: Assist the Senior Manager in mid- to long-term planning for capacity and resource management. Ensure your teams are adequately staffed to meet customer demands.
  • Cross-Functional Collaboration: Partner with the Senior Manager and other departments such as Product, Marketing, and Logistics to address customer pain points and support continuous improvement initiatives.

What You'll Need:

  • Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets.
  • Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives.
  • Solid understanding of customer service metrics, call centre technology, and operational KPIs.
  • Passionate about customer experience and driven to make a meaningful impact on service delivery.
  • Experience with both BPO and in-house operations is a plus. Data-driven mindset with a focus on process improvement and performance optimization.

What We Promise:

Our First Promise - The Ride of a Lifetime: You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The Second Promise - A Good Place to Work: We are building a company that puts people as the company's core strategy for success. It's our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here at Castlery.

We deeply value employee growth, ensuring a good onboarding experience, building career development, clarity on the company strategy, and everyone's contribution to the bigger picture.

Create a supportive, transparent, and flexible work environment to enable our people to be highly productive and creative.

Design and provide effective technical, managerial, culture, and leadership training programs to help our people learn and grow.

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