Role: Head of Customer Experience, Asia
Team: Hong Kong
Reporting to: Managing Director, Asia
Location: Central, Hong Kong
PURPOSE OF ROLE
To lead and manage the Digital Customer Experience Asian team, overseeing transition to digital and developing long-term growth strategy for digital client channel at FINE+RARE, alongside maximising revenue through our reservist customers and building acquisition, loyalty and advocacy.
Comprehensively lead and manage the various customer touchpoints to the customer journey for our Asian clients to ensure linkage with CRM function, development of processes and continual evolution. Build comprehensive and insightful reporting on our Asian customers behaviours through CRM to enhance customer engagement and growth.
Work in conjunction with the Head of CX, UK on the implementation of the customer experience strategy which focuses on the growth of the digital client segment, with focus on targeted, increasing order frequency through high-quality content, targeted segmentation, online journey management, prompt dispatch of goods and overall delivery of a high-quality client experience.
Responsible for driving forward the agenda for events and retail sales for HOME, Hong Kong in conjunction with the Business Development Manager, whilst exploring options for hybrid revenue streams as we look to expand with Asia.
This is a senior role with responsibility on turnover. You will need to be confident and well-versed in strategy, execution and delivering ROI in a global, fast-paced and rapidly growing business.
Work alongside the Head of CX, UK to develop and implement the CX vison in line with the business strategy so it can be used consistently across the business, with the local markets with a focus on Asia.
Work with the Managing Director, Asia to develop a strategy focusing on services for our Asian reservist customers, including looking at behaviours to maximise revenue opportunities.
Responsible for building and maintaining solid, robust, and pertinent communication channels with customers, reservists and stakeholders allowing customer feedback through multichannel experience to continuously improve the customer journey and overall experience.
Design and implement CX processes needed to coordinate across multiple roadmaps across the business, work with business areas on implementation.
Lead on creating a first-class customer experience for customers attending events in the office to promote the offerings at F+R and increase retail revenue sales.
Establish reporting and performance metrics to measure customer experience, capture customer behaviour, analysing results and taking forward the development of cross departmental recommendations.
Understand the customer journey (inclusive of customer reserves) and analyse data on how improvements can be made to service. Share insight to help improve the customer experience across various touch points on our eCommerce platform.
Monitor client feedback continuously to shape development, conduct test-and-learn exercises to challenge assumptions, improve customer experiences.
Work collaboratively with the global sales teams, buying, digital and brand teams to understand what optimisation can be made regarding the digital customer life cycle and use this as an opportunity to embed CX throughout the business.
Engage external partners to understand what is happening across the industry to inform continued customer experience development and to be number one in the marketplace.
Support with the implementation of new ERP and CRM systems and be a super user within the business. Use technology and the CRM system to improve internal processes across the CX function and wider business, ensuring these are adhered to by all employees.
Lead, manage, coach & develop the customer experience team, and provide mentoring across the wider business to ensure customer-centred work is embedded throughout the organisation.
SKILL + KNOWLEDGE
Strong leadership capability with a clear track-record of leading high-performance teams to successful transitions and outcomes.
Strong digital experience – data-driven mindset and an aptitude for technology
Significant experience in building and delivering the roadmaps to achieve a best-in-class digital customer experience within the eCommerce or luxury retail sector.
Highly confident in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
Experience in using various external platforms to gain insights such as carrying out external research, customer searches, digital and social.
Functional experience working with CRM and ERP solutions and supporting with software implementation.
Ability to collaborate with cross-functional teams to drive effective decision-making
Able to prioritise significant workload and resource them in response to changing demands and requirements.
Highly capable communicator and collaborator with the ability to work cross functionally at all levels.
Result orientated with proven success achieving and exceeding targets both personally and through others.
Strong attention to detail and a methodical and logical problem solver.
Strategic thinker within depth knowledge of customer behaviours and technology trends to define and implement the CX vision.
Have successful track record in driving analytics vision and innovation transformation
Have commercial and operational acumen to maximize use of data and customer voice to drive improvements in CX
Proficient in Cantonese and Mandarin
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.