Customer Experience Manager

3 days ago

Petaling Jaya, Malaysia FEDERAL EXPRESS SERVICES (M) SDN.BHD. Full time

JOB RESPONSIBILITIES: 1. Involves management responsibility for a team of representatives or a number of locations within the business. Includes direct or roll-up responsibility for operational/clerical teams or large process-based professional teams but may also include secretarial, supervisory employees. Management responsibilities include disciplinary action up to and including dismissal. 2. Customer Management; Business Reviews; Customers Requirement Gathering Process; Design and Deliver Customized/Tailor Made Solutions; Forecasting and Planning (Translating the Business Plan); Relationship Management; Revenue Achievement/Growth; Tracking & Monitoring Solutions (including Prevention). 3. Leads a team to define and implement the functional goals/requirements for a country or a sub region. Manages the development of function specific recommendations to ensure team alignment and efficient allocation of resources. This position requires expert technical knowledge of assigned area. 4. Recruits, develops, motivates and manages the team performance, and ensures team members have the competencies, capabilities and tools to consistently deliver on individual and team objectives. Ensures effective succession planning within team. 5. Coordinates teams across countries to validate, negotiate, consolidate and communicate goals. Validates and endorses functional initiatives for sub region or complex geographic areas to senior/executive management. Identifies and highlights key business critical trends/changes and developments within area of expertise and highlights for functional MD/VP. 6. Leads the development processes and metrics to ensure optimal departmental performance. Coordinates the development, validation and communication of tools and processes for use by the wider business within area of expertise. Recommends improvements to processes as required. Ensures senior/executive management commitment to policies and procedures in order to protect company objectives, resources and assets. 7. Advises executive team on key functional area of expertise. Maintains and develops expert knowledge of relevant FedEx standards and external requirements (including regional/international regulations), and managerial remit, including good understanding of the internal and external business environment. Builds own and department capabilities to provide expert advice on complex or unique issues, which often includes exploring function specific opportunities for improvement and unique solutions. 8. Proactively identifies and analyses business issues, opportunities and constraints related to area of expertise. Supports development of strategies that are optimally aligned with the divisional and corporate goals. Collaborates with and presents recommendations to stakeholders including regional and Corporate senior executives. Leads and sponsors the implementation to ensure results are realized. 9. Prepares and submits an annual budget to senior management. Manages the departmental budget and takes appropriate actions in order to optimize costs and to remain within agreed parameters. JOB REQUIREMENTS: 1. Bachelor’s Degree or equivalent, in any discipline 2. 6 years of relevant work experience, of which 2 years are management experience 3. Judgement & Decision Making Skills; Leadership Skills; Negotiation Skills; Planning & Organizing Skills; Presentation Skills
At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work. Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. FedEx is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce. What can you expect as a FedEx team member? Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs. Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
Bachelor's or Equivalent

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