Customer (Operator) Experience Manager

2 weeks ago

Kuala Lumpur, Malaysia Unilever Full time

**Main Purpose**
We’re searching for an Operator Experience Manager to own and champion the customer experience of our priority customer segments. Using data and insight you will design the overall CRM and experience strategy and develop and execute the right journey and solutions—channel basket, services, campaigns and content
- to the right customer at the right time, in the right place. You will lead cross-functional collaboration to deliver high-quality, personalized customer interactions in each step of the journey, to achieve customer happiness and satisfaction with UFS and our brands.

**Main Accountabilities**
CUSTOMER INSIGHT AND STRATEGY
- Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment
- Develops multi touchpoint journeys that help UFS attract, engage and retain customers
- Designs optimal processes to support the journeys.

CRM EXECUTION, MONITORING AND OPTIMIZATION
- Executes, tracks, and optimizes all aspects of CX: Deploy and amplify product innovation + brand activation / campaigns + services; Curate and deploy relevant always-on content;Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization.
- Drives lead generation, lead nurturing, scoring and management through to sale to help marketing and sales teams work smarter and faster
- Continuously reports & optimizes journeys whilst providing insights and recommended actions to the teams that impact the journeys (i.e. marketing, sales, telesales, customer care).
- Conducts monthly/quarterly review to include competitive price monitoring, trends scanning and sales performance analysis, to optimize performance and meet business targets
- Keeps connected with F&B industry trends relevant to the target segment
- Manages the budget to achieve CX and growth ambitions
- Manages marketing routine tasks

TEAM COLLABORATION AND LEADERSHIP
- Leads cross-functional teams (Data, Business Tech, Sales, Trade Marketing, Category Marketing, Sales Operations) to deliver high quality, personalized interactions at each step of customer journey
- Ensures strong collaboration and co-ownership of the CX within the teams
- Champions Customer-Centricity throughout the organization

**Essential Experiences**:

- Experience in Brand, Digital marketing, and CRM
- Data analysis, creative problem solving
- Project conceptualization and execution
- Budget management
- Brand Activation
- Media planning

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