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Experience Excellence Manager

1 week ago

Johor Bahru, Johor, Malaysia Castlery Full time
About the Position

We are seeking an experienced Senior Customer Experience Manager to join our team at Castlery. As a member of our senior leadership team, you will play a critical role in shaping the future of our customer experience and driving business growth.

Your primary responsibility will be to oversee the day-to-day operations of the CX team, including forecasting and budgeting, hiring and team management, performance management, employee experience, seasonality and new business requirements, training and development, quality assurance, and other strategic initiatives.

To succeed in this role, you must have a proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced. You should possess a deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs.

A strong leadership skillset and a track record of building customer-centric teams and processes are essential. The successful candidate will also have a passion for customer experience and the drive to create meaningful, relevant interactions. Excellent communication and interpersonal skills are necessary for this role.

We offer a competitive compensation package and a comprehensive benefits program. If you are a results-oriented professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.