Project Management Office

Holiday Tours & Travel Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading travel agency in Kuala Lumpur is looking for a Project Management Office professional focused on enhancing customer experience. This role entails overseeing project planning, execution, and performance monitoring. The ideal candidate has at least 5 years of project management experience, strong leadership skills, and excellent communication abilities. Join our team to create unforgettable travel experiences for clients.

Benefits

Dynamic and engaging work environment

Opportunities to participate in industry events

Qualifications

• 5+ years of experience in project management focused on customer experience.
• Proven track record in managing customer-focused projects.
• Strong organizational and time management skills.

Responsibilities

• Develop and manage project plans and budgets.
• Coordinate with teams to meet project milestones.
• Lead and support project team members.

Skills

Project management

Customer service

Analytical thinking

Team leadership

Interpersonal communication

Education

Bachelor's degree in Project Management or related field

Tools

Project management tools and software

Job description

JOB ROLE

Project Management Office with a focus on Customer Experience will oversee the planning, execution, and completion of projects aimed at enhancing the customer experience across all touchpoints. The role requires a strategic thinker with a strong understanding of customer needs, project management principles, leadership and the ability to drive cross-functional teams towards successful project outcomes.

JOB RESPONSIBILITIES

Project Planning & Management:

• Develop and manage detailed project plans, timelines, and budgets.
• Define project scope, objectives, and deliverables in alignment with business goals.
• Coordinate with cross-functional teams to ensure project milestones and deliverables are met on time, within budget and successful project execution.
• Identify potential project risks and develop mitigation strategies.
• Organize workshops to support the implementation of new business initiatives, effectively communicating project objectives and benefits to stakeholders.
• Lead, mentor and support project team members to enhance performance and professional growth.

Relationship Management & Customer Experience Strategy:

• Collaborate with internal teams and maintain positive relationships with clients to align project goals with the overall customer experience strategy.
• Facilitate the onboarding process for new clients, aligning project goals with client expectations.
• Analyze customer feedback and data to identify areas of improvement and implement solutions.
• Ensure that all projects are designed and executed with customer-centric approach.

Process Optimization:

• Evaluate and enhance implementation processes to improve efficiency and effectiveness.
• Develop and implement frameworks to enhance business performance and scalability.
• Identify best practices and implement process improvements.
• Encourage innovation and adaptability within the team.

Stakeholder Management:

• Act as the primary point of contact for stakeholders, providing regular updates on project progress.
• Collaborate with cross-functional teams to embed change initiatives and facilitate communication between departments to align project goals and expectations, to ensure successful project execution.
• Prepare and present project status reports to Senior Management.
• Engage with customers to gather insights and feedback to inform project development.

Performance Monitoring & Reporting:

• Track project performance against key metrics and deliverables.
• Continuously monitor and assess project progress to proactively resolve challenges.
• Conduct post-project evaluations to identify successes and areas of improvement.
• Recommend and implement process improvements to enhance project efficiency and customer satisfaction.

Compliance & Quality Assurance:

• Implement quality control measures to uphold project excellence.
• Ensure all projects comply with corporate policies, industry regulations, and quality standards.
• Foster a collaborative and results-driven work environment, ensuring accountability and productivity.

JOB REQUIREMENTS

• Bachelor's degree in Project Management, Business Administration, or a related field.
• 5+ years of experience in project management, with a focus on customer experience, customer service, or related areas.
• Proven track record of successfully managing and delivering customer-focused projects.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with clients, colleagues, and suppliers.
• Proficiency in project management tools and software.
• Analytical thinking and problem-solving skills.
• Attention to detail and a commitment to delivering high-quality work.

JOB COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Strong understanding and knowledge of the travel industry and destination, including popular attractions, accommodations, transportation options, and travel trends.
• Exceptional interpersonal and communication skills with the ability to engage with customers effectively, actively listen to their needs and provide appropriate recommendations.
• Proficient in travel booking systems and software, as well as general computer skills.
• Detail-oriented with excellent organizational and multitasking abilities to manage multiple customer inquiries and travel bookings simultaneously.
• Ability to thrive in a fast-paced and target-driven environment, while maintaining a high level of professionalism and integrity.
• Possesses a growth mindset, demonstrating positivity and proactiveness.
• Strong leadership skills, inspiring and motivating others to achieve success.

This role offers a dynamic and engaging work environment, with opportunities to participate in industry events and contribute to the company’s growth. If you are passionate about travel and customer service, we invite you to join our team and help create unforgettable travel experiences for our clients.