Key ives
Build and maintain customer’s loyalty, make it a high level.
Duties and responsibilities
1、Responsible for maintaining a high level customer satisf building customer′s loyalty (measured by NPS score)
2、Develop 2016 Customer Experience strategy plan and implement it
3、Build customer centric culture (building and maintaining organizational enthusiasm for Customer Experience strategy)
4、Serve as the customer advocate within the Top Management and Senior Management
5、Collaborate cross departmentally (Sales, Product, Marketing, Operations, Legal, IT, HR , Risk, Finance, GR, PR) to communicate the Customer Experience Initiatives and how to implement them into able projects.
6、This role will work closely with all Departments to ensure the most efficient customer friendly processes are implemented.
7、This role will drive and manage agreed projects together with appointed Executive Management team from relevant Department. Responsible for the successful end-to-end project management and delivery of customer experience projects.
8、Works in close collaboration with other internal teams to identify and prioritize customer experience projects.
9、Conduct and asses regularly customer researches to identify up to date needs and inquiries of customer
10、Influences cross-company agreements on how to deliver greatest value to customers
11、Generate initiatives and proposals that will improve our customers’ experience (using researches, insights and business information as evidence.).Observes where service or experience can be improved and proactively push the change at relevant Department.
12、Owns and develops metric and measurement techniques that will enable HC to consistently measure the customer’s experience and the cost effectiveness of delivering that experience.
13、Connecting the dots between departments and initiatives, bridge conflicting agendas and providing relentless focus and discipline to driving a coordinated, systematic and sustained, organization-wide customer experience agenda
Reporting:
1、Report to Head of Product and Marketing Department
2、Cooperate closely with all Department Heads and Senior Managers as well
3、Monthly reporting to HQ about the Customer Experience Projects improvements

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