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.
Customer Journey Partner is responsible for optimizing the end-to-end customer journey, ensuring a seamless and engaging experience at every touchpoint. This role involves collaborating with various departments to map out customer journeys, identify pain points, and implement improvements that enhance customer satisfaction and loyalty. The ideal candidate will have strong analytical skills, a deep understanding of customer behavior, and the ability to drive cross-functional initiatives.
We are seeking a motivated and experienced Customer Journey Partner to join our dynamic team. The ideal candidate will be responsible for understanding, designing, and improving the end-to-end customer journey. This role requires a strong focus on customer satisfaction, experience, and retention through the development of effective strategies and the implementation of best practices.
Your Day-to-Day
Customer Journey Mapping & Optimization:
- Develop and maintain detailed customer journey maps to identify key touchpoints and pain points.
- Collaborate with stakeholders to ensure that all aspects of the customer journey are accurately represented.
- Analyze customer data and feedback to identify opportunities for improving the customer experience.
- Implement strategies to enhance the customer journey, focusing on increasing satisfaction, loyalty, and retention.
Cross-Functional Collaboration:
- Work closely with marketing, sales, product development, and customer support teams to ensure alignment and consistency in the customer experience.
- Advocate for the customer within the organization, ensuring their needs and feedback are considered in decision-making processes.
Data Analysis and Insights:
- Utilize customer data and analytics to generate insights and recommendations for improving the customer journey.
- Develop and maintain dashboards and reports to track key customer journey metrics and performance indicators.
Customer Feedback Management:
- Design and implement feedback mechanisms to capture customer insights and sentiments at various journey stages.
- Analyze feedback to identify trends and areas for improvement, and develop action plans accordingly.
Customer Experience Improvement:
- Lead initiatives to enhance the overall customer experience, from initial engagement to post-purchase support.
- Develop and implement best practices and standards for customer interactions across all channels.
- Stay updated on industry trends and emerging technologies related to customer experience.
- Continuously seek opportunities to innovate and improve the customer journey.
Your Know-How
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Several years of experience in roles related to customer experience, journey mapping, or customer service will be an added advantage.
- Strong analytical skills with proficiency in data analysis and visualization tools (e.g., Excel, Tableau, Power BI).
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross functional teams.
- Problem-solving abilities, with a focus on delivering results.
- Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu)
- Efficient, organized, details oriented and result driven
- Ability to manage multiple projects and priorities simultaneously.
- Good command of written and spoken English
- Commercial awareness and product knowledge
- Proven track record of optimizing customer journeys and driving customer-centric initiatives.