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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


  • 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: Hong Kong Standard Time
Applications close:

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