CUSTOMER EXPERIENCE MANAGER

What's the role? As a Customer Experience Manager, you will play a pivotal role in ensuring exceptional customer interactions within the organization.
Your responsibilities encompass a wide range of cross functional tasks, from monitoring CX scores to driving customer-centric initiatives in order to develop and sustain a world class customer mgmt.
program.
you will be accountable for implementing the Customer Experience vision and subsequently delivering on short and long term holistic plans to drive experiences which exceed our customers' expectations.
Who is Hilti? Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond.
Where strong customer relationships are creating solutions that build a better future.
Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes.
Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve? Oversee all CX related matters within the MO and be the single point of contact to region team Facilitate communication between various teams, ensuring CX topics flow seamlessly both from the bottom up and top down.
Key ambassador, drive change by promoting customer-focused practices and mindset Regularly track and analyze CX scores to identify trends and areas for improvement, translate insights into actionable strategies Collaboration with Journey Managers to define and implement cross-functional solutions.
Communicate CTL (Close The Loop) update jointly with journey managers on SFM with results and improvement plans Raise, issues/challenges to the CX MO sponsor as and when required Be a significant part in Operation Day, sharing challenges, successes, and improvement plans related to CX to MO EMT.
CX socializing.
Engage, enthuse and educate audience on CX initiatives, improvements and sharing consistently on the customer benefit impact Develop and manage MO’s Logistics service catalogue, define roadmap for new service implementation Establish MO’s Top Customer approach, driving innovations and customized solutions.
We have more than interactions with our customers every day.
It’s how we get to know their businesses, understand their needs and develop the precise products and services that will help them.
What do we offer? Long-term career development opportunities 17 days' annual leave per annum Birthday leave, volunteer leave, family care leave Medical insurance covering dependents Additional MPF voluntary employer contribution What you need is.
Extensive experience balancing customer needs and business value with the realities of cost, time, and functionality to meet a delivery target and you communicate these realities with clarity.
Customer centric mindset Excellent interpersonal and communication skills, ability to effectively communicate to varying audience, ranging from executives to frontline teams.
Team orientation, open-minded personality Good stakeholder management ability Demonstrated ability to develop and implement multi – faceted strategies including omni channel delivery of customer experiences Strong analytical & problem-solving skills Excellent understanding of internal process Results driven, highly focuses on accountability Fluency in spoken and written English  Why should you apply? We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team.  We look forward to receiving your application.
Interested applicants please submit your CV by clicking the "Apply Now" button.
Only those candidates who have been shortlisted will be contacted for further steps.