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Total Experience Manager

Date: 20-Jun-2022

Location: QA

Company: Power International Holding

Job Summary

As a Total Experience Manager, you will be driving & managing 2 workstreams: A) Customer Experience Manager, you will be fully responsible on processes used to track, oversee and optimize all customer interactions in an efficient way to manage the customer "life cycle" which includes all the steps customers go through when interacting with PIH organization.

Your main objective is to foster customer loyalty through high-quality interactions at each step, and to improve the experiences customers have with PIH, with the goal of increasing customer satisfaction.

B) User Experience Manager (product adoption and level of penetration), you will set the vision and lead meetings to define the product/service functional specifications and define the required initiatives to enhance the customer experience. Collaborate with marketing and other departments on the same.

You will be the bridge between the business and consumer to determine how to reshape the interaction channels (product, services) between the business and consumer. Identify what attracts and what frustrates customers and then determines what would classify as a positive experience for the customer.

Job Responsibilities 1

  • Define, implement, and oversee the Total Experience Management Framework (Customer, Product) throughout all PIH Group
  • Define and implement standards/procedures for ensuring optimal customer, and product experience
  • Design and conduct surveys to gather relevant information on customer opinion, and product penetration
  • Responsible for functional management of Qualtrics Platform about the Customer & User experience, in collaboration with Group HR department to optimize the utilization of the platform and the adjacent ROI
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries

Job Responsibilities 2

  • Supervise the activities of customer experience, and product penetration teams to ensure feedbacks are reflected positively on the company
  • Liaise with the production and creative departments to ensure delivery of high-quality products and services
  • Structure the activities of the customer service teams to ensure compliance with acceptable standards of customer service
  • Conduct studies and research to discover new techniques necessary for improving customer experience, and product penetration
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.
  • Voice of the Customer: support the delivery of consistent customer service by raising awareness, driving and increasing knowledge, and act as project managers for Customer Service programs. 

Additional Responsibilities 3

Job Knowledge & Skills

Strong Knowledge of Customer Experience Metrics

Experience on Qualtrics will be a strong advantage 

Job Experience

Competencies

Collaboration
Accountability
Resilience
Quality
Leadership
Creates Strategy - Developing
Drives Performance - Developing
Develops Future Leaders - Developing
Stakeholder Engagement & Communication L3
Relationship Management L3
Performance Management Framework L3
Employee Experience L3
Continuous Improvement Techniques L3

Education

Bachelor's Degree in Business Administration