Fly with Career Express

We are calling all talents onboard Hkexpress Career Journey.
Join us and your career express is about to takeoff!

Existing Applicants

Login


Search Jobs



Location

Department

Deputy General Manager, Customer Experience

Apply now Job no: 496508
Work type: Full time
Location: Hong Kong
Department: Commercial

Role and Responsibilities: 

  • Use personas to map the ideal customer journey. Adapt this to create an ideal customer journey using our existing functionality. 
  • Champion opportunities to consistently Improve the Quality of the Customer Experience 
  • Continually review and evolve the collection of processes to track, oversee and organise every interaction between the customer and brand throughout the lifecycle
  • Liaise with relevant business owners to champion change and lead prioritised service delivery improvements 
  • Deliver service improvements to improve the customer experience across the business
  • Influence senior stakeholders & staff to support and deliver proposed improvements via the appropriate channels and processes 
  • Use relevant tools to measure improvements over time
  • Deliver change initiatives identified internally or from external good practice to support these opportunities 
  • Understand the importance of Customer Experience within the business plan and develop those opportunities to deliver continual improvements  
  • Present data, recommendations to stakeholders gain commitment and implement measurable customer experience  
  • Take lessons from highly regarded service providers in and outside our industry and deliver enhanced customer experience at all customer touchpoints 
  • Work with technology team to define how we work with external agencies and internal technology partners. Help make sure everyone understands how to use our systems and processes

Qualifications: 

  • Minimum 10 years exp in the related area, customer service and analysis of customer data 
  • Significant knowledge of the HK (regional market a plus) to include consumer psychographics, market nuances and trends 
  • Excellent verbal & written English, Cantonese & Mandarin 
  • Extensive experience of direct and digital marketing ideally in a similar industry.  
  • Strong background in customer re-engagement and retention strategies eg. Call centre, loyalty programs 
  • Experience of one or more enterprise-level CRM e.g. Salesforce, Boxever, Fusion is essential  
  • A requirement to be technically literate and familiar with customer engagement technologies  
  • A business focus and with the ability to contribute to the overall quality of business development (particularly in helping to extract opportunities across different service delivery teams)  
  • Broad experience and a proven track record of making the most of CRM/data lead strategies to improve customer retention.  
  • Excellent analytical skills with experience of creating reports and dealing with large volumes of data.  
  • Exposure to content management systems (CMS), automated digital marketing, email/SMS platforms  

Advertised: China Standard Time
Applications close:

Back to search results Apply now Refer a friend

Share this:

| More