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