Job Purpose

Senior Manager, Customer Journey Management is responsible for executing a customer advocacy function and mapping customer journeys. Jobholder will be assigned to work on defining the customer journey management (CJM) strategy with the objective to achieve a cohesive and optimal customer experience for all customer segments across touchpoints. As an owner of end-to-end customer journey, he/she will pro-actively rally the rest of the organization around overall enhancement of customer experience. Reporting to Head of Customer Journey Management, the jobholder will be working on developing and implementation of a robust customer journey management incorporating the customer insight. Measurement framework, governance and setting KPIs will be done in accordance with the CJM strategy.

Principle Accountabilities:

• Mainly monitor Customer Feedback Score (CFS), Customer Sentiment reports, and identify areas of impact.
• Understand customer expectation, perception and develop action plans to improve the customer experience gaps and customer satisfaction by working with cross-functional teams.
• Conduct User Experience Testing to monitor seamless customer journey across all products in different departments
• Work closely with internal stakeholders such as product team, brand & marketing communication team to analyze current status, review and revise to improve customer journeys as needed in line with digitalization.
• Work together with product team and ensure for a seamless product roll out in accordance Go-To-Market strategies.
• Identify area of churn from experience perspective and improve customer retentions accordingly.
• Make evidence-based recommendations and presentation to the Management and relevant teams as per customer insights to make better informed decisions for the customers.
• Critical thinking with analytical skills and digital mindset with knowledge on revenue triggers.
• Perform other duties as assigned by the Supervisor.

• Preferably master’s degree in marketing or business, comparable work experience preferably in Telecom Sector
• Understanding Business Life Cycle of Telco Operation.
• Professional people leadership experience in small/large company
• Able to work under pressure and have proper time management skills.
• Highly organized with exceptional attention to detail
• High expertise in customer journey management, digital journeys
• Customer-centric mindset, with a strong background in customer service operation, customer experience management and product management.
• Energetic, flexible, result-oriented and committed with ‘Can Do' attitude.
• Excellent communication and presentation skill with proficiency in English language,
• Excellent analytical and problem-solving skills.
• Good knowledge on Microsoft tools such as MS Powerpoint, MS Excel.