i.        Lead or support customer experience projects from conception through implementation, ensuring timely and successful execution.

     ii.         Work closely with customer service teams to ensure that customer service standards are met or exceeded.

   iii.          Support multiple customer experience improvement projects within organization.

   iv.          Implement strategies to enhance customer experiences across various channels.

     v.          Track project performance, specifically to analyse the successful completion of short and long-term goals using appropriate tools and techniques

   vi.          Participating in tender process i.e. design, submission and review.

  vii.          Manage budgets and resources effectively to achieve project goals.

viii.          Work with internal stakeholders across departments (e.g., marketing, house keeping, retail operation) to ensure a cohesive and consistent customer experience.

   ix.          Stay informed about industry trends, competitor activities, and emerging customer needs.

     x.          Develop comprehensive project plans, spreadsheets, diagrams and process maps to document need.

   xi.          Coordinate internal resources and third parties/vendors for the flawless execution of projects.

  xii.          Establish and maintain relationships with third parties/vendors.

xiii.          Liaise with vendors on the project implementation

xiv.          Perform any other related duties as assigned from time to time.

Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 3-5 years of experience in customer experience, customer service, or a related role.
• Able to converse fluently in English and Bahasa. Mandarin is a plus.
• Project management skills, including the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Patience and the ability to handle challenging situations with professionalism.
• Problem-solving skills and a proactive approach to addressing team needs.
• Familiarity with customer service software and systems.
• Adaptability to evolving processes and procedures.
• Empathy and a genuine passion for improving customer experiences