Customer Engagement Manager

4 weeks ago


กรงเทพมหานคร, Thailand bolttech Full time

Thailand

**In this position you will....**

...lead and implement customer engagement strategies to improve satisfaction and retention. You will manage and monitor key performance indicators (KPIs) related to customer engagement and satisfaction, report on progress to senior management, and work closely with cross-functional teams to identify opportunities for improvement and develop and execute plans to address customer needs and concerns

**You will be responsible for**
- Working together with Group CX Leadership and Business Executives on continuous evolvement of bolttech’s Group Customer Experience Strategy supported by Quarterly/Annually Missions and Prioritized Roadmap for Implementation.
- Overseeing the customer experience across channels, platforms, and partnerships.
- Identifying opportunities and initiating steps that will enhance customer experience and business value from research findings.
- Supporting and driving implementation of Customer Experience Measurement and Customer Feedback tools (e.g., Qualtrics, Meltwater etc.) across key customer touchpoints.
- Supporting review of customer complaints summaries from business stakeholders on quarterly basis

**For you to be successful**

**We expect you to be able to demonstrate the following key competencies**

Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these.

Curious
- Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team

Costumer Focus
- Understands the importance of customer feedback and appreciates their points of view

Communication
- Communicates clearly and actively listens to others
- Provides others with information they need in a timely manner

**You will require the following qualifications and skills**
- Bachelor’s Degree in relevant fields with minimum 5 years of relevant experience, preferably within customer experience, management consulting or insurance / financial services
- Proven experience in transformation of customer operations and services, leading to measurable improvement
- In depth experience working on successful customer-centric work across physical and digital channels
- Experience in research and analytical skills with great comfort in analyzing/ modelling data in Microsoft suite tools
- Strong understanding of insurance products, market trends, customer demands
- Strong understanding of Agile teams, processes, principles, and ways of working
- Proficient in Microsoft suite (e.g., Power Point, Excel, Word)
- Proficient in English (oral and written)

ABOUT US
- bolttech is an international insurance exchange with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.A part of Pacific Century Group, bolttech serves customers in multiple markets across North America, Asia and Europe.

DIVERSITY AND INCLUSION

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.

***

**BE THE FIRST TO APPLY**

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**Job Identification** 20210775

**Job Category** Operations

**Posting Date** 02/14/2023, 09:29 PM

**Job Schedule** Full time

**Locations**

10/F Sethiwan Tower, Bangkok, 10500, TH



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