Key Responsibility

The Customer Experience Manager steers the strategic planning process to secure an excellent customer experience for all customers. This position entails overseeing the inside sales function within the Singapore office and carrying the responsibility for supporting the marketing, sales, and service functions. Generally, the Customer Experience Manager coordinates, plans, and supervises a company's Inside Sales team, aiming to ensure the optimized interaction between the company and its customers and lead the team to achieve the Departmental KPIs and goals.

This role will be based in Singapore, is part of the Sales Department and reports to the Country Sales Manager. The main tasks and responsibilities are:

• \tResponsible for the leadership and management of the inside Sales function in the Sales Center

• \tResponsible for coaching, mentoring, and developing the Inside Sales Engineers

• \tEnsure strategic alignment of the local organization with the group strategy.

• \tResponsible for the implementation and communication of the strategic plans in conjunction with the local key stakeholder

• \tLead & drive the Customer Experience Management (CXM) program.

• \tWork with respective stakeholders to provides insights, tools, methods, and trainings for the team to become truly customer centric.

• \tDeveloping and implementing strategies useful in improving customer relationship, dedication, and satisfaction.

• \tEstablish communication channels through which Customers can reach out to us easily and effectively.

• \tCollect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.

• \tWork closely with Sales / Marketing departments to analyze customer's feedback and develop activities/events effective for improved customer experience.

• \tWork with Corporate Team (HQ) to conduct surveys to gather information on customer opinion of rendered services.

• \tTo work with respective stakeholders to grow Company's Digital business.

• \tTo work closely with External Sales in a team approach to serving the customers.

• \tGuide and direct the activities of Inside Sales Engineers to ensure their interactions with customers reflects positively on the company.

• \tMentoring of Inside Sales Engineers to ensure compliance with set standards of courtesy and professionalism.

• \tGood understanding on processes for costings, quotations and proposals using CEP, SAP system.

• \tTo provide guidance to team on technical advisory, project proposals follow-up, negotiations, closing project orders and customer liaison.

• \tAny other tasks might be required by the Company to support the business strategy.

Requirements

• \tDegree in Engineering or related studies (Electrical, Chemical Mechanical or Process)

• \tWork Experience in MNC and similar industry will be an advantage

• \tAt least 3 years of relevant management experience

• \tExperience in managing and leading teams in a dynamic work environment

• \tKnowledge of relevant products and industries

• \tTechnical knowledge of process automation and instrumentation

• \tKnowledge of SAP and Salesforce

• \tGood communication, presentation, and interpersonal skills

• \tStrong analytical and strategic thinking skills

• \tWork independently as well as in a team

• \tAbility to absorb new knowledge continuously and learning on the fly

• \tGood Time Management and Proactiveness

• \tPossess strong leadership skills

Working hours: Mon to Fri, 8:30am to 5:30pm