
[Company / Industry] Global OTA (Online Travel Agency)
[Position] Customer Experience Manager
[Compensation] TBD
[Location] Seoul, Korea
[Consultant in charge] Simon S. Kim
Position Description:
The Customer Experience Manager is responsible for ensuring an exceptional Customer Experience across all consumer touch points and improving consumer satisfaction by analyzing and identifying issues/opportunities, and leading strategic initiatives to further improve customer satisfaction and experience.
Job Description:
Manage Voice of Customer programs to obtain customer insights throughout the entire customer journey (pre-trip, during trip and post-trip)
Analyze customer satisfaction trend and sharing regular reporting and insights with stakeholders
Analyze customer feedback to understand issues and root-causes, then identify opportunities and action plans, and manage execution of identified initiatives to completion
Collaborate with various cross functional teams to ensure appropriate products, processes and tools are in place that support a positive customer experience on an on-going basis
Work with global customer experience team to manage global customer experience initiatives and localize the projects for cultural relevance and appropriateness
Identify opportunities to improve online functionalities to enable customer self-serve and manage execution of self-serve initiatives collaborating with cross functional teams
Manage customer complaints from regulators/consumer bureaus and build regulatory/consumer bureau relationships to address customer issues
Conduct market and competitive landscape analyses to have up-to-date and in-depth understanding of market trend and customer behaviors / attitude
Job Requirements:
Minimum 5 years of experience in customer experience related positions
Strong analytical, problem solving and project management skills
Passionate about customers with great customer instincts- "Is this what our customers are looking for?"
Ability to strike balance between business and customer needs – “what is the win-win situation for our business and customers?”
Strong communication skills with experience working in global organizations with large number of stakeholders in a cross-functional team environment
Prior experience in e-commerce or web/mobile-based business preferred
Prior experience in the travel industry preferred
Highly organized with keen attention to detail
Comfortable working in a fast-paced environment
Ability to work autonomously and manage a wide variety of projects simultaneously and under a deadline
Critical Competencies:
Strong analytical, problem solving and project management skills
Strong communication skills with experience working in global organizations
If you are interested, please contact simon.kim@rp4rp.com