Vice President - Petaling Jaya - Crowe Malaysia Plt

Crowe Malaysia PLT Petaling Jaya
4 days ago
DescriptionJob Description:We are seeking a skilled professional to design, plan, and monitor customer experience initiatives that address concerns with internal and external stakeholders.
Key Responsibilities:Stakeholder Engagement:Develop and maintain strong relationships with key stakeholders, including internal teams, clients, and external partners.
Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.
Training and Development:Design and deliver training programs for internal teams to ensure a consistent and high-quality customer experience.
Stay informed about industry best practices and emerging trends in customer experience management.
Solution Design:Lead the design and development of customer experience solutions, considering both technology and processes.
Identify opportunities for improvement in customer journeys and develop solutions to enhance the overall customer experience.
Project Management:Oversee the implementation of CX solutions, ensuring timely delivery and alignment with business objectives.
Collaborate with project teams to define project scope, objectives, and deliverables.
Data Analysis:Analyze data and metrics to identify trends, measure key performance indicators, and inform data-driven decision-making.
Monitor and report on the success of CX initiatives, adjusting strategies as needed.
Compliance and Quality Assurance:Evaluate customer experience solutions against relevant regulations and industry standards.
Establish and maintain quality assurance processes to ensure high standards of service.
Requirements:Bachelor's degree in marketing, advertising, communications, or related fields with a minimum of 8 years of experience.
Proven track record in customer experience or customer relationship roles.
Exceptional leadership, communication, and decision-making skills.
Experience with customer solutioning, project management, people development, and culture change.
Strong project management and people management skills.
Strategic and analytical thinking skills.
Interpersonal, networking, and influencing skills.
Ability to understand business objectives and align CX and marketing strategies accordingly.
Data-driven mindset and aptitude for technology.
Proficient in Microsoft Office, UX/UI design knowledge, SEO & SEM, content management, social media, responsive design, partner management, and analytics.
Hands-on experience in various marketing automation tools.
Familiarity with customer relationship management and loyalty.#J-18808-Ljbffr