Senior Customer Experience Manager
Job Purpose
Reporting directly to the Chief Marketing and Communications Officer, the Head of Customer Experience will be
responsible for overseeing our Call Centre department and Customer Service department to ensure our customers
receive the highest level of service and satisfaction. Serving as one of the deputies to the CMO, the role also entails
providing strategic oversight for key customer-centric projects. This individual will play a critical role in enhancing our
customer experience across all touchpoints and driving customer loyalty.
Job Description
Department Leadership
Call Centre CRM Implementation
Online Direct Payment Capabilities:
Customer Complaint Policy and Handling Process
- Oversee the Call Centre department and Customer Service department, including the hiring, training, and performance management of staff.
- Set department goals and objectives aligned with the company’s overall customer experience strategy.
- Implement and maintain performance metrics to monitor and improve departmental efficiency and effectiveness.
- Foster a culture of excellence, teamwork, and continuous improvement within the departments.
- Customer Experience Strategy:
- Develop and execute a comprehensive customer experience strategy in alignment with the company’s goals and objectives.
- Identify areas for improvement in customer service processes, systems, and policies across the company.
- Collaborate with cross-functional teams, including Marketing, Sales, and IT, to implement customer experience initiatives and enhance customer satisfaction.
- Continue the roll out and implementation of Net Promoter score as a company-wide KPI for customer satisfaction, including monitoring of NPS trends and provide recommendations for process improvements to maximize customer satisfaction.
Call Centre CRM Implementation
- Lead the roll out and implementation of a state-of-the-art call centre Customer Relationship Management (CRM) system.
- Collaborate with IT teams and external vendors to ensure seamless integration and functionality.
- Train and support call centre, customer service and other frontline staff in utilizing the CRM system effectively for improved customer interactions and issue resolution.
Online Direct Payment Capabilities:
- Oversee the development and launch of an interactive website with online direct payment capabilities.
- Collaborate with IT and Marketing teams to create a user-friendly interface and secure payment processing system.
- Ensure the website meets customer expectations, enables direct-to-consumer sales, and provides a seamless user experience.
Customer Complaint Policy and Handling Process
- Develop and implement a company-wide customer complaint policy and handling process.
- Establish clear guidelines and procedures for effectively addressing and resolving customer complaints.
- Monitor customer complaint trends and provide recommendations for process improvements to minimize customer dissatisfaction.
Job Requirements
- Bachelor’s degree in business administration, Marketing, or a related field.
- Proven experience in a senior leadership role within a customer-focused organization, preferably in the insurance or financial services industry.
- In-depth knowledge of customer experiences management principles, strategies, and best practices.
- Strong leadership skills with the ability to inspire and motivate teams to deliver exceptional customer service.
- Experience in implementing and managing call center CRM systems and online direct payment capabilities.
- Excellent analytical and problem-solving abilities with a track record of driving process improvements.
- Outstanding communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
- Results-oriented mindset with a focus on delivering measurable improvements in customer satisfaction and loyalty.
Job Details
Job Grade
–
Department
Customer Experience and Marketing
Sub-Function
–
Location
Head Office, Yangon
