Senior Executive - Customer Experience (Digital Experience)

Tan Chong International Limited (TCIL)| Date Posted: 13-Aug-2019
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Job Nature:
Position Level:
Experienced, Manager
Bachelor's / Honours

Job Description

Customer Experience Initiatives

- Design, support and deliver customer experience initiatives that will create and strengthen brand loyalty and advocacy across customer touch-points throughout the customer journey.

- Execute an effective customer communication and feedback program.

- Communicate clearly with key stakeholders for all aspects of the business. Reporting and sharing information gathered in a clear and concise way that will help the management and teams in their business decisions.

- Reach out and collaborate with relevant teams using an all-hands-on-deck approach to address the customer needs and escalated issues.

- Partner and work with respective teams in jointly designing and implementing follow-up corrective action plans and preventive measures to resolve operational and service related issues.

Monitoring and Analytics

- Manage and conduct an organizational-wide analysis to identify and understand all customer touch-points and communication.

- Document research findings and survey results into monthly reports and assist the management to create presentations for learning purposes and strategic action plans.

- Utilize monitoring and tracking tools to gauge customer communication solutions and feedback management for improvement.

- Monitor all aspects of Digital assets within the group and provide analytics and trend reporting to support decision making by the management.

- Perform assignments and execute ad-hoc tasks as instructed by the management. Follow through on initiatives from end-to-end

- Lead, managed and work with internal teams to ensure that initiatives are properly implemented on time and cost effectively.


- Min. Diploma in Business or equivalent.

- Min. 2 years of relevant work experience, preferably in customer experience or digital analytics (including Google Analytics).

- Have eye for detail for and with analysis of data.

- Good written and verbal communication skills.

- Advance user of google analytics.

- Decision making and ability to negotiate.

- Self-starter with the ability to work in a fast-paced environment.

- Strong team player with good interpersonal skills.

- Work across various functions and internal stakeholders to ensure initiatives are implemented timely and cost effectively.

Company Overview
Tan Chong International Limited (TCIL)