Assistant Manager, Customer Experience

Objective

Assistant Manager, Customer Happiness will oversee and manage key customer support projects, drive operational improvements, and ensure exceptional service delivery across all channels. This role includes coordinating cross-functional teams, optimizing workflows, and implementing customer-centric initiatives. A key focus will be on enhancing the overall customer experience by developing agent soft skills, aligning team performance with strategic goals, and maintaining high service quality standards.

Position Responsibilities

Project Planning & Execution

1. Lead, coordinate, and manage customer happiness projects from inception to completion, ensuring alignment with strategic goals.
2. Develop project timelines, set objectives, and assign tasks to team members to meet deliverables within deadlines.
3. Monitor project progress, troubleshoot issues, and ensure solutions are implemented to keep projects on track.

Process Optimization

1. Evaluate current support processes to identify areas for improvement and optimize workflows for efficiency and better customer satisfaction.
2. Implement process enhancements based on data analysis, customer feedback, and industry best practices.
3. Work with Tech and Operations teams to integrate technological tools that streamline support functions and improve the customer experience.

Project & Stakeholder Management

1. Collaborate with Product, Operations, Finance, Marketing & Tech teams to implement solutions that enhance customer feedback and operational needs.
2. Contribute to strategic initiatives to improve customer service quality and align with business goals.
3. Communicate key insights and updates with stakeholders and ensure alignment on project goals.
4. Oversee complex initiatives and ensure successful on-time implementation within scope.
5. Foster a collaborative approach to ensure project deliverables are met while maintaining a customer-first perspective.

Performance Tracking & Reporting

1. Define Key Performance Indicators (KPIs) to track project outcomes and measure customer satisfaction, efficiency, and impact.
2. Conduct regular performance reviews of ongoing projects and provide feedback to relevant teams to improve outcomes.
3. Generate reports and insights on project performance for senior management, highlighting areas of success and opportunities for improvement.

Team Leadership & Support

1. Provide guidance and support to team members involved in customer happiness projects, ensuring they are equipped with the tools and knowledge to succeed.
2. Lead by example to foster a customer-centric, proactive approach to project management.

Customer Experience Strategy

1. Develop and execute strategies to enhance the overall customer experience, incorporating project-based solutions that address customer pain points.
2. Research market trends and customer feedback to identify areas for improvement and innovation.
3. Implement initiatives that drive continuous improvement, ensuring a high level of customer satisfaction and brand loyalty.

Risk Management and Issue Resolution

1. Identify potential risks within project timelines or deliverables and develop mitigation plans to minimize disruptions.
2. Manage escalated customer issues as necessary and ensure quick, effective resolutions that align with project goals.
3. Regularly review customer feedback to proactively address recurring issues or pain points in the customer support process.

Job Authorities

1. Empowered to adjust workflows, procedures, and support processes to enhance efficiency and customer satisfaction.
2. Continuously evaluate and refine customer support processes, enabling the team to handle multiple tasks efficiently under pressure.

Cross-Functional Collaboration

1. Authority to work closely with other departments (e.g., Product, Operations, Tech) to address customer needs, align on project goals and drive continuous improvement in the customer journey.
2. Can advocate for customer-centric initiatives across departments and influence changes in product or service offerings based on customer feedback.

Process Improvement

1. Authority to propose, design, and implement process improvements within the customer support framework to enhance efficiency, reduce response times, and improve overall customer satisfaction.
2. Initiate projects based on the direct reporting manager/HOD approval and recommend technological enhancements aimed at improving team workflows and customer experience.

Stakeholder Reporting and Updates

1. Prepare and present updates to the direct reporting manager/HOD on customer support performance, areas of improvement, and strategic initiatives.
2. Responsible for sharing relevant insights and recommendations to guide business decisions related to customer experience.

Qualifications & Experiences

1. Bachelor’s degree in Business Administration, Project Management, Customer Service, or related field.
2. 3-5 years in project management, customer support, or operations, with at least 2 years in a leadership or supervisory role.
3. Strong understanding of customer service principles, including KPIs such as CSAT, NPS, and FRT.
4. Experience with CRM systems, project management tools (e.g., Asana, Jira, Zendesk, Freshdesk, Salesforce, Lark), and customer support software.
5. Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
6. Proven ability to work cross-functionally and build effective relationships with stakeholders.
7. Experience with AI/chatbot tools and knowledge of customer experience best practices.
8. Familiarity with data analysis and reporting tools.
9. Proven track record in managing cross-functional projects and delivering customer-focused results.
10. Knowledge of industry trends and competitive customer service practices.
11. Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.
12. Strong analytical and problem-solving abilities to drive data-driven decisions.
13. Excellent communication and interpersonal skills.
14. Exceptional interpersonal and communication skills for effective collaboration with team members and stakeholders.
15. Leadership skills to guide and motivate a team, fostering a collaborative, customer-focused environment.
16. Familiarity with project management frameworks (e.g., Agile, Waterfall) and customer experience best practices.
17. Knowledge of customer feedback systems and performance metrics (e.g., CSAT, NPS, FRT).
18. Proficiency in data analytics and reporting tools, with the ability to translate data into actionable insights.
19. Knowledge of industry trends, customer service standards, and emerging tools that improve project management and customer experience.

[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-zus-coffee-job-assistant-manager-customer-experience-0]