Job title: Head of Customer Experience
Job type: Permanent
Emp type: Full-time
Salary type: Annual
Salary: negotiable
Location: Jakarta
Job published: 2021-11-14
Job ID: 32235
Contact name: Mylene Tugas
Contact email: [email protected]

Job Description

POSITION: Head of Customer Experience

LOCATION: Jakarta Indonesia

REPORTS TO: Managing Director

 

OUR CLIENT:

One of the global leaders in logistics and supply chain.

 

THE ROLE:

  • The role will be responsible for delivering a superior customer experience.
  • Ensuring established business targets are achieved.
  • Build a high performing team and manage, coach and provide leadership for the team.
  • Drive continuous improvement across the Area.
  • Closely collaborate with other teams within region/global. Handle execution activities for all brands within the organization.

 

KEY RESPONSIBILITIES:

  • Ensure Area Customer experience drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope.
  • Ensure execution of customer needs on physical product delivery, including issue resolution towards the customer
  • Mobilize stakeholders, including vendors and across functions, to take necessary actions to improve customer experience according to strategy.
  • Develop network for unique intermodal set ups via rail heads or supplier collaboration in the area.
  • Build team with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently deliver on all products
  • Ensure Area Customer Experience teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus.
  • Ensure tools, applications and recommended processes are used within the team
  • Area Customer Experience teams are coached and supported to enable their development
  • Manage performance and ensure targets are met
  • Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.
  • Orchestrate all local functions towards delivering customer critical services in the event of an incident

 

REQUIRED SKILLS AND QUALIFICATIONS:

  • Capability to operate successfully in a complex environment with dependencies outside Area and function.
  • Strong knowledge of local logistics operations and infrastructure, competition and systems.
  • Capability to influence peers and stakeholders outside Customer Experience
  • Knowledge and relationships with key local stakeholders i.e. local supplier markets for insourced physical products
  • Strong prioritization and delegation skills
  • Visionary on the lookout for unique opportunities to improve service delivery to our clients
  • Capable to build a strong narrative to inspire and define goals for Customer Experience teams
  • Ability to lead, coach and motivate team