채용정보 > 전체보기
NE Asia 총괄 Regional Consumer Insight Head (전무 - 부사장)
채용정보
-
기업구분외국계(외국 법인기업)고용형태정규직최종학력대학졸업(4년)모집기간2015-02-24 ~ 2015-04-18
모집요강
-
모집인원1 명경력15년 이상급여조건170M - 250M KRW
상세요강
-
근무지: Seoul or Singapore 
Position Description
The Regional Customer Experience Head serves as the Regional Consumer’s thought leader to foster customer acquisition and loyalty through high quality interactions by understanding and improving the experience consumers have with company, with the goal of increasing customer satisfaction , as measured through standardized KPIs.
Identify local champions and influencers and an overall operating model.
Play a leadership role in defining Customer Experience, setting business objectives, strategies and principles in support of Direct and Agency channels
Act as evangelist for CX, ,promoting the concept and obtaining buy-in and resourcing support from all stakeholders, including Product Towers, IT, Operations, FP&A, Customer Service, Claims, Sales Centre management and Distribution.
Implement a best practice framework and provide Consumer teams tools, techniques and methodologies around design and direction of Net Promoter Score (NPS) Voice of the Customer (VOC), complaint analysis, call center feedback, social media and other emerging measurement techniques
Set high standards and provide on-going feedback to ensure ongoing thought process and continuous improvement
Partner with business leaders to identify most relevant business questions, prioritize projects, and align with global strategy and objectives
Partner with Operation teams and other stakeholders in training and other initiatives with focus on improving customer touch point performance, acquisition, retention and satisfaction
Collaborate with Product/Distribution teams to ensure that conclusions and recommendations are clearly communicated, and are implemented to improve customer experience
Assist Consumer Heads/GM/CMOs to design applicable approach relevant to local markets/multi channels and translate research findings into strategy
Interface with the company Customer Experience team to standardize research processes and exchange research ideas and ensure synergy.
Educate the Consumer organization on the concept, approaches and benefits of Customer Experience
Prioritize markets and establish market specific C/X objectives across entire experience cycle (from sales to claims to reactivation).
Define, communicate and gain consensus around the objectives & benefits of CX to the region
Establish organizational roles and responsibilities among functions
** Highly attractive compensation package : 170M - 230M KRW
10+ years relevant experience in a Marketing or Marketing research discipline, ideally with specific accountability for Customer Experience
Preferred industry - Bank, Credit Card, Insurance, Consumer industry (targeting large scale of consumer group)
MBA or equivalent preferred
Experience across a broad range of customer loyalty research techniques and analytical techniques, especially NPS and VOC
Experienced in the application of advanced research design, appropriate methodologies, and applying research results to business issues
Demonstrated success in leveraging research results to drive business results
Strong knowledge of customer research fundamentals and customer needs. redundant
Skilled in identifying relevant information sources to understand customers
Understand and communicate key Customer Experience metrics to achieve objectives
Experience with process mapping and analysis
Strong execution and results orientation. Continuously seeking knowledge about who our customers are and how to increase customer satisfaction
Proven ability to lead, motivate and gain commitment from direct reports and colleagues
Strong communication and influencing skills. Able to navigate a complex matrixes organization, influence stakeholders and effect outcomes with modest direct resources.
Outstanding change leadership. Willing and able to adjust to multiple demands, shifting priorities, and rapid change
Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
근무환경
-
복리후생Competitive근무지역Seoul or Singapore
접수방법
-
접수기간2015-02-24 ~ 2015-04-18접수방법email
담당자
-
담당자명Terry 대표담당연락처010-5047-9344이메일terry@everintelconsulting.com홈페이지http://everintelconsulting.com
