Senior Customer Experience Manager

3 days ago

Johor Bahru, Johor, Malaysia Castlery Full time

As a Senior Manager, CX Operations at Castlery, you will play a pivotal role in overseeing and managing the overall operations of our customer experience (CX) team. You will be responsible for ensuring that both our in-house and outsourced teams are aligned to company goals by delivering exceptional service standards, meeting and exceeding customer expectations.

If you are a passionate and results-oriented professional with a strong commitment to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

You will be responsible for:

  • Forecasting and Budgeting: Develop accurate forecasts and budgets for the CX team to ensure optimal resource allocation and financial performance. Monitor and drive efficiency in operation costs.
  • Hiring and Team Management: Recruit and manage a high-performing team of CX professionals, both in-house and outsourced.
  • Performance Management: Regularly review performance metrics and standards for continuous improvements to drive positive change in customer experience and operation excellence. Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
  • Employee Experience: Foster a positive and engaging work environment that promotes employee satisfaction, customer centricity, and retention.
  • Seasonality and New Business Requirements: Plan and manage the CX team's capacity to meet seasonal fluctuations in demand and accommodate new business requirements.
  • Training and Development: Ensure seamless onboarding and training by working with direct reports and other relevant teams. Ensure comprehensive training programs are designed to enhance the skills and knowledge of the CX team.
  • Quality Assurance: Oversee quality assurance measures to ensure that the CX team consistently delivers high-quality service.
  • Others: Use learnings from team members to identify opportunities and advocate for system or process improvements that support the team's strategy and the needs of the customer. Align the team with company goals and changes and foster a culture of transparency and open communication to engage the team in the process.

What you'll need:

  • Proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced.
  • Deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs.
  • Data-driven mindset with the ability to analyze metrics and implement improvement plans.
  • Strong leadership skills and a track record of building customer-centric teams and processes.
  • A passion for customer experience and the drive to create meaningful, relevant interactions.
  • Experience with both BPO and in-house operations is a plus.
  • Excellent communication and interpersonal skills.

Position Details:

  • Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
  • Job Arrangement: Onsite
  • Working Hours: Rotational Shift (including night shifts). Five-day workweek which may include the weekends and Public Holidays.

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, in Castlery.

We deeply value the employee's 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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