Avp, Customer Experience

5 days ago

Bukit Jalil, Malaysia Astro Full time

WHY JOIN US?- We practice a vibrant & energetic office culture.- We provide opportunities for career advancement within the company.- Good performance is always rewarded accordingly.

“_It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable._”

JOB RESPONSIBILITIES:
What you will do:
Customer experience (CX) strategy
- Develop customer-centric insights. Locate, analyse and interpret Operational (e.g. cost-to-serve, cost-to-acquire, subscriber retention) and Experiential (e.g. net promoter score, customer satisfaction score, customer effort score) data from core Pay-TV business units.
- Build data-driven case for change. Plan CX projects supported by customer research. Develop value-based arguments for improvement by modelling qualitative / quantitative upsides to business / customer.
- Plan and expand pipeline of CX projects. Identify and engage key business leader stakeholders (VPs, SVPs, C-Levels). Package and pitch CX projects to business leaders to secure critical approvals, funding, and organisational support.

Customer experience (CX) delivery
- Manage and execute CX projects. Guide and support CX team members to deliver target customer / business outcomes within defined timeline and budget. Identify, assess and mitigate execution risks.
- Communicate and coordinate. Identify and engage team leader stakeholders (AVP, SAVP). Support clear, focused and effective communication / coordination between CX team members and external stakeholders. Manage diverging expectations, mediate interpersonal conflict, and create positive momentum.
- Define and measure target outcomes. Identify and define target customer / business outcomes (Quantitative, qualitative). When necessary, negotiate and adjust target outcomes to account for new information.
- Plan and execute Customer Communication and Engagement initiatives. Identify critical messaging and touchpoints as well optimum customers communications modes.

REQUIREMENTS:
Who you are:
Continually support cross-functional alignment and closeness, towards solving these issues from a customer perspective. Team members must necessarily deploy a unique blend of strategic thinking, operational familiarity, and product knowledge in order to consistently and effectively drive customer-facing improvements.
- At least 5 years and above working experience in customer experience or performance improvement
- Excellent written and spoken communication skills in BM and English

“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

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