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Global Customer Experience Manager

2 weeks ago

Klang, Selangor, Malaysia Avery Dennison Full time
Job Summary

Avery Dennison is seeking a Global Customer Experience Manager to lead our customer-facing teams in ASEAN.

This role will involve developing and implementing customer-centric strategies to drive business growth and improve customer satisfaction.

The successful candidate will have 10+ years of experience in handling customer complaints and claims, with a strong background in process improvement initiatives and projects.

Main Responsibilities
  • Develop and implement customer-centric strategies to drive business growth and improve customer satisfaction.
  • Lead a team of CCC Engineers and Technical Service Engineers in resolving customer complaints and improving product competitiveness.
  • Collaborate with Business Managers and Sales teams to identify and address customer needs.
  • Coordinate with internal and external stakeholders to ensure effective implementation of quality-related corrective actions.
  • Drive regional strategy and projects for process improvement.
Requirements
  • Bachelor's degree or equivalent preferred.
  • 10+ years of experience in handling customer complaints and claims.
  • Experience in handling a regional team is a must.
  • Excellent written, verbal, and presentation communication skills.
  • Strong problem-solving and analytical skills.
  • Possess strong business acumen.
  • Data-driven and process-oriented.
  • Strong teamwork and relationship-building skills.
  • Strong customer focus and orientation.
  • Skilled in reading, understanding, and writing technical reports (e.g., 8D) as appropriate for the audience's needs.