Embark on a career at CARSOME, where our vision is to create the most trusted vehicle ownership ecosystem that is driven by technology and data. Join us in our mission to deliver unparalleled peace of mind to customers throughout their pre-owned vehicle ownership experience. At CARSOME, we are guided by values that prioritize our customers, encourage collaborative problem-solving, strive for continuous improvement, and foster bold yet thoughtful innovation. We're committed to efficient, humble leadership and taking ownership in our roles, always aiming to positively impact our employees, customers, and community.
As the Customer Experience Assistant Manager - Retail, ASC, Ecosystem you will play a pivotal role in enhancing our customer journey across various touchpoints (All verticals). You will be responsible for managing projects aimed at improving customer experience ecosystems, ensuring seamless interactions and delivering value to our customers.
Your Day-to-Day
- Ecosystem Optimization:
- Analyze and evaluate our current customer experience ecosystem, identifying areas for improvement. (All verticals)
- Develop strategies to optimize the customer journey across multiple channels, including online platforms, social media, and physical touch points.
- Collaborate with cross-functional teams to implement ecosystem enhancements and streamline processes.
- Project Management:
- Lead customer experience projects from inception to completion and to develop project plans, schedules, and budgets, and monitor progress against milestones.
- Track and analyze data in a timely manner to ensure that the outputs of projects/initiatives are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented.
- Data Analysis and Insights:
- Monitor NPS & CSAT related to customer experience and project outcomes, providing regular reports to management.
- Utilize customer data and feedback to identify trends, opportunities, and pain points in the customer journey. Resolve problems through data analysis, provide efficient reporting and effective communication
- Work closely with Product Team to improve the tool for both internal and external end users to drive positive customer experience
- Stakeholder Engagement:
- Work with relevant stakeholders to drive operational flows configuration and analysis aiming at processes improvement, automation of activities and implementation of new standard operating procedures (in the context of improving customer satisfaction)
- Collaborate closely with external partners, vendors, and agencies involved in customer experience initiatives. Communicate project updates, challenges, and successes to stakeholders at all levels of the organization
Your Know-How
● At least one (1) year of working experience as Team Leader.
● 2 years of experience in customer experience management, project management, or a related role.
● Strong analytical skills with the ability to translate data into actionable insights.
● Customer service-oriented mindset & like to speak to customers.
● Able to work under pressure & able to work with minimum supervision.
● Willing to work on weekends and public holidays, and travel outstation for branch visits when required.
● Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu).
● Ability to start work immediately will be an added advantage.