Job Summary:
The Assistant Consumer Experience Manager will support to delivering exceptional customer experiences across all touchpoints. This role will assist in developing and implementing strategies to enhance customer satisfaction, loyalty, and engagement.
Key Responsibilities:
Customer Experience Strategy Support:
Assist in designing and executing customer experience initiatives to improve satisfaction and loyalty.Help analyze customer feedback, surveys, and data to identify trends and areas for improvement.Support the implementation of tools and technologies to enhance the customer journey.Operational Excellence
Optimize customer service operations to improve efficiency and effectiveness.Develop and maintain standard operating procedures (SOPs) for all customer service activities.Collaborate with other departments to ensure seamless customer interactions and resolve cross-departmental issues.Analyze customer service metrics and trends to identify areas for improvement and implement necessary changes.Vendor Manager
Lead and responsible for routine service delivery including KPIs, SOPs, outputs etc.Enable and motivate partners to drive for better service and operation excellence by leveraging edge-cutting tools, methodologies and innovative solutions.Contract owner to ensure both Dyson and partners align with SOW and smooth transition if anyExplore and implement market best practice to ensure our service lead and beyond consumer expectation for Dyson.Quality Assurance and Improvement
Conduct regular audits to ensure compliance with customer service standards and policies.Lead initiatives to continuously improve the quality of customer service interactions.Gather and analyze customer feedback to identify pain points and develop solutions to enhance the customer experience.Implement training programs for customer service representatives to keep them updated on best practices and product knowledge.CRM support:
Gather and analyze customer feedback to identify pain points and opportunities for enhancement.Coordinate the planning and execution of CRM Campaigns.Generate insights from CRM data to support marketing strategy and business decision.Use CRM tools to track customer interactions and tailor communications to individual preferences and behaviors.Reporting and Analysis:
Prepare regular reports on customer experience metrics (e.g., Net Promoter Score, Customer Satisfaction Score).Use data analytics to identify opportunities for improving customer touchpoints and processes.Present findings and recommendations to the Consumer Experience Manager and other stakeholders.Project Management:
Assist in managing customer experience projects, ensuring timely delivery and alignment with business goals.Track project progress and provide updates to the Consumer Experience Manager.Qualifications:
Bachelor’s degree in Business, Marketing, Communications, or a related field.5+ years of experience in customer service, customer experience, or a related role.Strong analytical skills with the ability to interpret data and translate it into actionable insights.Excellent communication and interpersonal skills, with a customer-centric mindset.Proficiency in CRM tools (e.g., Salesforce, Zendesk) and Microsoft Office Suite.Ability to multitask, prioritize, and work in a fast-paced environment.Fluency in English, Cantonese & Mandarin required.
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.