The Head of CE is responsible for shaping the experience of customers who interact with the Grab transportation platform across all customer (driver & passenger) touch-points.
Get to know the Role:
He / She is required to have the ability to manage a team of high-performing agents and team leads while meeting the expectations of in-country and regional stakeholders.
The day-to-day activities:
As Head of CE in-country, you will help the organization to identify and prioritize customer feedback, potential opportunities, and also drive change in the workplace. In this role, you will:
Lead the way in developing customer excellence strategies/programs and processes intended to help the organization understand, analyse and create a positive customer experience at every touchpoint.
Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals.
Work closely with other business functions to incorporate CE strategies and gain insights into improvement opportunities for CE.
Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab
Lead teams on redefining how customer experience should be run, align customer experience concepts, value proposition, and related processes with regional CE teams and in-country teams
Financial : Work closely with other verticals (eg. Payments team, driver loyalty & retention) in relation to CE-related processes that require Finance or Audit interactions
The must haves:
8 - 10 years supervisory / managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
Fluent in local language and English both oral and written.
Excellent communication, presentation and interpersonal skills.
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
Ability to deal with people from all levels professionally, effective planning, organizing , delegating, and time management skills.
Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.
Analytical and process oriented; ability to problem-solve