MANAGER, CUSTOMER EXCELLENCE
Responsibilities:
Drive customer experience improvement initiatives across the organisation.
Lead customer journey mapping across key touchpoints, from prospect engagement and purchase through handover, defect management, community living and after-sales.
Identify customer pain points, service gaps and improvement opportunities and translate insights into actionable solutions.
Support the development and implementation of the Customer Experience strategy and governance framework.
Manage and monitor a portfolio of Customer Excellence improvement and transformation initiatives, including progress, benefits and customer impact.
Explore opportunities to enhance customer value through digital solutions, data, AI, automation and emerging technologies.
Lead or facilitate proofs-of-concept (POCs), pilot programmes and customer-focused innovation initiatives.
Conduct benchmarking and identify best practices, technologies and strategic partnerships that can enhance customer experience.
Build strong partnerships with Business Units, Corporate Units, management, external partners and solution providers.
Drive a customer-centric culture through workshops, capability-building programmes and continuous improvement initiatives.
Prepare business cases, insights and recommendations for management and track the benefits of implemented initiatives.
Requirements:
Bachelor’s Degree in Business, Marketing, Information Systems, Data Analytics or a related field.
Minimum 5 years of relevant working experience.
Experience in customer journey mapping, service design and cross-functional process improvement.
Experience in customer-focused innovation, transformation projects, POCs or pilot initiatives.
Strong analytical and problem-solving skills with the ability to translate customer insights and data into actionable recommendations.
Experience in business case development, benefits tracking and management presentations.
Strong stakeholder management, communication, presentation and influencing skills.
Able to collaborate effectively across different functions and levels of the organisation.
Adaptable, resilient and comfortable working in a fast-changing and ambiguous environment.
Experience in property, real estate, hospitality, consumer services or other customer-intensive industries would be an advantage.