Deskripsi Pekerjaan
Are you a customer-centric professional passionate about reshaping the automotive ownership experience? Carsome is looking for a dynamic Executive, Customer Journey Partner to join our team in Mutiara Damansara. In this pivotal role, you will be the bridge between our operations and our customers, ensuring that every touchpoint in the journey is seamless, efficient, and memorable.
As the leader in Southeast Asia’s integrated car e-commerce platform, we pride ourselves on transparency and trust. You will be instrumental in analyzing customer pain points, designing intuitive experiences, and collaborating with cross-functional teams to implement improvements that drive satisfaction and loyalty. If you are data-driven, empathetic, and eager to make a tangible impact on how people buy and sell cars, we want to hear from you.
Tanggung Jawab
- Map and analyze the end-to-end customer journey to identify friction points and opportunities for improvement.
- Collaborate with operations and marketing teams to optimize touchpoints across both digital and physical platforms.
- Act as a customer advocate, translating feedback into actionable insights for product and service development.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, churn, and engagement.
- Support the design and execution of loyalty programs and retention strategies.
- Coordinate with internal stakeholders to ensure consistent brand messaging and service quality across all channels.
- Manage customer inquiries and escalations with a solution-oriented mindset.
Kualifikasi
- Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
- Minimum 1-3 years of experience in customer experience (CX), marketing, or operations roles.
- Strong analytical skills with the ability to interpret customer data and behavioral insights.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proficiency in CRM tools and data visualization software is highly desirable.
- Proven ability to manage multiple projects in a fast-paced, high-growth environment.
- Deep empathy for customers and a passion for creating world-class service experiences.