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AVP, Customer Experience

Ref: JN -102019-68391
Salary
Negotiable
Location
Asia, Other AsiaPac
Sector
Business Support, Business Support
Date
31st October 2019
Job Type
Permanent

Our client is Asia's leading fashion retail business.

The AVP of Customer Experience is a critical business role in the digital division to lead in the setup, establishment, and management of customer experience team, partnerships, and outsourced partners to support customers with best in class customer experience.

Along with the operation team, you will develop customer experience solutions from ground up, including setup of the customer service team, establishing outsource partners, building customer first culture, identifying tools that is scalable to support business growth and increase in customer inquiries.

By partnering with internal stakeholders and external vendors, you will create frameworks on standard operating procedure (SOP), knowledge management (KM), feedback channels, so as to monitor and maintain up-to-date information for CS agents to follow through. You will manage the number of team member and outsource partners to deliver an expected service level to ensure customer satisfaction and good customer experience. Part of the business function, you will manage budgets on customer experience operation, customer refund & return, against customer NPS score.

RELEVANT EXPERIENCE

  • At least 8 years of experience in customer services preferably in Tech and retail ecommerce industry handling end customers (B2C) inquiries and supports.
  • At least 4 years of experience in managing customer service team, including budgeting, staff & resource planning to achieve target SLA and customer satisfaction
  • Experience in business process improvement

Interested candidates kindly send your CV to aabu@cobaltrecruitmnet.com or call Aji at +65 68007926 for a detailed chat on this role.

Reg No. R1442429, License No. 12C6031

Cobalt Consulting (Asia) Pte Limited | License No. 12C6031

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