Vice President

3 weeks ago

Petaling Jaya, Selangor, Malaysia Crowe Malaysia PLT Full time
Job Title

We are seeking a skilled professional to design, plan, and monitor customer experience initiatives that address concerns with internal and external stakeholders.

About the Role
  • Stakeholder Engagement
    • Develop and maintain strong relationships with key stakeholders, including internal teams, clients, and external partners.
    • Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.
  • Training and Development
    • Design and deliver training programs for internal teams to ensure a consistent and high-quality customer experience.
    • Stay informed about industry best practices and emerging trends in customer experience management.
  • Solution Design
    • Lead the design and development of customer experience solutions, considering both technology and processes.
    • Identify opportunities for improvement in customer journeys and develop solutions to enhance the overall customer experience.
  • Project Management
    • Oversee the implementation of CX solutions, ensuring timely delivery and alignment with business objectives.
    • Collaborate with project teams to define project scope, objectives, and deliverables.
  • Data Analysis
    • Analyze data and metrics to identify trends, measure key performance indicators, and inform data-driven decision-making.
    • Monitor and report on the success of CX initiatives, adjusting strategies as needed.
  • Compliance and Quality Assurance
    • Evaluate customer experience solutions against relevant regulations and industry standards.
    • Establish and maintain quality assurance processes to ensure high standards of service.
Requirements
  • Bachelor's degree in marketing, advertising, communications, or related fields with a minimum of 8 years of experience.
  • Proven track record in customer experience or customer relationship roles.
  • Exceptional leadership, communication, and decision-making skills.
  • Experience with customer solutioning, project management, people development, and culture change.
  • Strong project management and people management skills.
  • Strategic and analytical thinking skills.
  • Interpersonal, networking, and influencing skills.
  • Ability to understand business objectives and align CX and marketing strategies accordingly.
  • Data-driven mindset and aptitude for technology.
  • Proficient in Microsoft Office, UX/UI design knowledge, SEO & SEM, content management, social media, responsive design, partner management, and analytics.
  • Hands-on experience in various marketing automation tools.
  • Familiarity with customer relationship management and loyalty.

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