Manager, Customer Insights and Engagement

2 weeks ago


Klang, Selangor, Malaysia Malaysia Aviation Group Full time
Malaysia Aviation Group Hiring Full Time Manager, Customer Insights and Engagement in Selangor - RicebowlManager, Customer Insights and Engagement

Minimum Qualifications:

  • Certifications in customer experience management, data analytics, or project management are a plus
  • 8 - 10 years of experience in customer insights, engagement, or related roles, with at least 3 years in a managerial role

Areas of Experience

Leadership and Team Management, Analytical Skills, Strategic Thinking, Customer-Centric Approach, Continuous Improvement, Project Management

Personality Traits

Strategic Thinker, Customer-Centric Mindset, Collaborative Leader, Analytical and Detail-Oriented, Problem Solver, Adaptable and Resilient, Effective Communicator, Results-Driven, Accountable

Responsibilities:

Leadership & Team Management
  • Lead the Customer Insights & Engagement (CIE) team, fostering collaboration, innovation, and accountability. Provide mentorship to drive a high-performance, results-driven culture with integrity.
Data Analysis & Reporting
  • Manage the full CSI/NPS cycle, ensuring accurate data collection, analysis, and reporting.
  • Develop insights to guide decision-making and enhance customer experience. Work with MAG Business Units to integrate CSI/NPS findings into strategy and operations.
  • Analyze customer data to identify trends, measure performance, and improve service processes.
  • Create clear reports and dashboards, proactively addressing issues to boost customer retention and satisfaction.
  • Oversee the MAG Survey Hub, ensuring efficient survey processes aligned with organizational goals.
  • Work with Business Units and Business Pillars to design tailored Customer Experience Survey programs.
  • Provide real-time reports with actionable insights.
  • Plan and execute engagement programs like Mystery Shopper, Focus Groups, and Customer Week.
  • Promote CSI/NPS awareness through roadshows and direct engagement with customers and Business Units.
  • Gather insights and provide actionable recommendations.
Continuous Improvement & Strategic Planning
  • Drive process optimization and automation to improve efficiency.
  • Develop strategic plans aligned with customer satisfaction goals.
  • Use predictive analytics to anticipate customer behaviour and address concerns proactively.
Training & Development
  • Foster a positive work culture aligned with Corporate Culture Pillars and beliefs.
Additional Responsibilities
  • Support ad-hoc projects and assist cross-functional teams within the Quality Assurance Department, Group Customer Experience, and beyond.
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