At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description Responsible for ensuring the successful formulation and implementation of L2A’s CX strategies through highly synergistic activities, monitoring and reporting. Spearhead the translation of data insights into actionable improvements, ultimately driving customer satisfaction and business growth

DUTIES AND RESPONSIBILITIES:

Design the end to end L2A journey and mapping

Identify and roadmap CX transformation capabilities and represent L2A in Globe and B2B wide CX initiatives

Conduct customer journey mapping to identify areas for improvement and opportunities for exceeding expectations

Advocate for changes that enhance customer experience, such as streamlining workflows or reducing turnaround times

Monitor key performance indicators (KPIs) related to customer experience within the L2A process

Identify recurring customer pain points and translate customer feedback into actionable insights to improve the overall L2A experience

Analyze customer data to identify trends and patterns not just within the L2A process but even in the bigger market and competition

Use data insights to inform future CX strategies and initiatives

REQUIREMENTS:

At least 5 years of experience in B2B Customer Management or any customer-facing role is required

Proficiency with the following platforms is preferred but not required (Salesforce, JIRA, Google Sheets / Excel, Looker Studio / other Data Viz tools

Experience in fast paced / high volume industry is preferred

Team lead / Managerial experience is required

Bachelor’s Degree in Marketing, Communications,

Business Management or any relevant field

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.