Customer Experience Manager

[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