Experience Executive is responsible for identifying customer needs,
responding to customer queries, and collaborating with internal departments
to optimize customer experience and brand awareness. The applicant must exhibit in-depth knowledge of
customer engagement channels and manage all points of customer engagement to
provide excellent customer relationship management and a positive brand
Education / Knowledge,
Skills, Attributes, Experience & Other Requirements
Degree in relevant field
management, supervision or leadership within a customer facing environment.
to pull insights from reports / quantitative data.
internally and Externally
commercial awareness, including previous experience of working with and managing
oral and written communication skills including the proven ability to
engage with customers and colleagues alike
to work independently and with others
Extremely organized with strong time-management skills and Organizational
Excellent written and verbal communication skills, with a strong
attention to detail, a head for problem solving and teamwork skills
be efficient with Microsoft office tools
customer experiences across online and offline channels, devices, and
with IT developers, UI designers as well as the production, marketing, and
sales teams to enhance customer experiences and brand awareness.
customer experience strategies with marketing initiatives. as well as
informing customers about new product features and functionalities.
customer needs and taking proactive steps to maintain positive
to customer queries in a timely and effective manner, via phone, email,
social media, or chat applications.
customer feedback on product ranges and new releases, as well as preparing
product tests, evaluating after-sales and support services, and
processes and logging technical issues, as well as customer compliments
informed of industry trends and new CRM and Customer Experience
with projects, design, and product management teams to provide insights
into customer needs and requirements, to improve the life cycle cost of
maintenance, and improve quality of experience, by suggesting product
deployment of various customer engagement initiatives, campaigns, and
listening points in the customer journey, define segmentation of customer
base and varying strategies, and identify opportunities for continuous
new strategies for driving customer value.
surveys for research through various media platforms to gather feedback on
user's ease of use and satisfaction interfacing on company websites and
products & understand user psychology
the right interaction model and evaluate its success
on aesthetics to be implemented within a website or product, from the
layout menus and drop-down options to colours and fonts allowing for
interface edits as needed
understanding of business metrics and the ability to translate company
goals and objectives into digital experiences
user experience by creating seamless navigation through various digital
programs and interfaces within the company.
customer retention and increase customer satisfaction.
Perform other duties as may be assigned by Line