Customer Migration Manager

3 days ago

Damansara, Malaysia Talreso Consultancy and Advisory Sdn Bhd Full time

Key Responsibilities and Accountabilities List down the essential duties and responsibilities of the job in the 3 areas below, where applicable. Planning & Strategy: - Execute a comprehensive customer migration strategy across a number of migration waves, including timelines, communication plans, migration activities, and platform monitoring - Collaborate with product and IT teams to understand the new platform's features and benefits, and translate them into customer-centric messaging. - Ensure communication plan is successfully deployed to customers - Establish success metrics for the customer migration, such as adoption rates, customer satisfaction scores, and support call volume. - Develop a rollback plan in case of migration failures or unforeseen issue for specific customers Communication & Engagement: - Develop and deliver clear and concise communications to customers about the migration. - Work closely with the activation team on key learnings to feed into future migration waves. - Manage customer expectations and ensure a positive migration experience. - Ensure teams and key stakeholders are updated and report key milestones to ensure smooth transition Execution Management: Job Profile Template 2 of 2 - Manage the customer migration project, ensuring adherence to timelines, budget, and quality standards. - Coordinate with various internal teams, including IT, product, marketing, customer service, and relationship managers. - Track customer migration progress and report on key metrics to stakeholders. - Identify and address any roadblocks or challenges that may arise during the migration process. Post-Migration & Support: - Monitor customer usage of the new platform and identify any areas where additional support or training may be needed. - Continuously improve the customer migration process based on feedback and lessons learned. Collaboration & Communication: - Effectively communicate with technical and non-technical stakeholders. - Build strong relationships with business units, IT teams, and vendors. - Facilitate meetings and workshops to discuss migration progress and address any issues. Managerial (team/group responsibilities) - N/A Organizational (organizational responsibilities) - Work closely with various internal stakeholders e.g.: product managers, customer servicing channels, operations and IT to provide an integrated channel customer experience & manage website content updates between assets built on the content management system (training will be provided on how to use the content management system). Jobholder Requirements Indicate the minimum requirements expected of a jobholder in order to perform the job satisfactorily Education/Qualification - Minimum College Diploma or Degree Experience - Minimum 2 years’ experience in customer service / quality assurance - Minimum 1 years’ experience in project management **Job Types**: Full-time, Contract Contract length: 18 months Pay: RM8,000.00 - RM10,000.00 per month Schedule: - Monday to Friday Work Location: In person

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