Director, Customer Experience and Engagement Director, Customer Experience and Engagement …

Wellesley Associates Limited
in Hong Kong
Permanent, Full time
Last application, 30 Sep 20
100K+
Wellesley Associates Limited
in Hong Kong
Permanent, Full time
Last application, 30 Sep 20
100K+
This is an exciting opportunity for experienced customer experience candidates to join one of the most international insurance company’s regional customer experience team to provide a comprehensive solution of their customer engagement and develop strategy across all the key market in Asia

Responsibilities:

  • Develop and enhance regional customer experience and engagement strategy and framework and ensure the strategy is delivered and executed by entities across all markets
  • Partner with local country chief marketing officer and relevant business units to formulate their approach to drive customer retention, engagement and loyalty programs and share with countries the best customer experience practice around the world
  • Educate country marketing and CX team in local countries the essence of customer engagement, loyalty programs and partnership
  • Provide guidance to some individual country to formulate tailored engagement and retention strategy and assist country to develop KPI for tracking the results
  • Collaborate with countries to develop social media and content strategy to maintain close contact point and interaction with customers
  • Continue to explore how the firm can leverage the latest social media and digital technologies development to enhance engagement level and building emotional connection with customers
  • Work with CX leader to explore valuable touch points and build engaging experience which can differentiate the firm from other competitors in the region

 

Qualifications:

  • 12+ Years experience in marketing strategy and customer experience within financial services or global retailer
  • Past experience working in a regional position
  • Experience in developing loyalty and engagement framework
  • Experience in converting data and analytics to track performance and refine CX strategy
  • Strong leadership experience with past track record in managing a team
  • Strong written and verbal communication skills and the ability to navigate in a complex organization
  • Knowledge of digital marketing and technologies especially how enterprises are leveraging it to transform their customer experience

 

If you would like to apply for this role or find out more, please contact Louis Fan on +852 2847 9961 or by email on l.fan@wellesleys.com or apply VIA efinancial.

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