Customer Experience Manager

Preference : Experience & knowledge in Logistics, Supply Chain or similar field

Job Purpose:-

The Customer Experience Manager plays a critical role in driving business growth, managing client relationships, and ensuring exceptional service delivery with the company.

The purpose of the role is to oversee and enhance business support activities, manage customer service functions, streamline procurement and supplier management, and support both outdoor and branch sales activities, and handle key administrative tasks. Additionally, the manager is responsible for fostering team development through training, mentorship, and performance management, ensuring that the team meets its goals while continuously improving their skills and capabilities. This position is pivotal in optimizing sales processes, improving customer satisfaction, and achieving the company’s revenue and operational goals

Responsibilities:-

1.Team Leadership & Development

i) Set individual and team goals, conduct performance reviews, and provide constructive feedback

ii) Lead, mentor, and develop the business support and customer service team to improve performance

iii) Foster a positive team culture that encourages collaboration, innovation, and continuous improvement

Success Metrics:

i) Achievement of team targets including KPIs related to customer satisfaction and sales

ii) Performance Reviews : Achieve improvement in individual and team performance scores in annual or half yearly reviews.

2. Business Support

i) Develop and implement sales strategies to meet business targets.

ii) Identify and pursue new business opportunities especially with GAC offices and agents

iii) Manage and maintain relationships with existing clients and key accounts

i) Provide clients with logistics solutions, pricing, and proposal tailored to their needs

ii) Follow up on sales leads and ensure timely closure of deals

iii) Monitor market trends and competitor activities to adjust sales strategies accordingly

iv) Continuously evaluate and improve business support processes, implement strategies to streamline workflows and enhance productivity

Success Metrics:

i) Revenue Growth : Achieve or exceed Operating Income targets

ii) New Client Acquisition : Generate 2 new clients per month

iii) Time saved : quantify the time saved through new process implementation

3. Quotation/ Tender/ RFQ Response time

i) Oversee the preparation and submission of accurate and timely quotations

ii) Monitor and analyze quotation strike rates to identify trends and areas for improvement

iii) Ensure quotations are delivered to customers within the agreed response time

iv) To ensure effectively follow up on sales leads and convert them into sales

Success Metrics:

i) CIF terms- Quotation to be responded within 24 hours

ii) DDP/ DDU terms to APAC – Quotation to be responded within 24 hours

iii) DDP/DDU terms to Europe /US Quotation to be responded within 48 hours

iv) Tender/RFQ to be responded according to the submission dateline.

v) quotation strike rate with target of 30% with margin of min 15%.

4.Procurement & Supplier Management

i) Manage relationships with suppliers to ensure the timely procurement of freight rates

ii) Negotiate with suppliers to secure the best rates and terms

iii) Monitor supplier performance and address any service issues

Success Metrics:

i) Cost Savings : achieved cost reductions through negotiations

ii) Supplier Performance : maintain high supplier performance ratings, including on time delivery and service quality.

5. Customer Service Management

i) Together with Customer Service Supervisor to lead the customer service team to ensure high standards of service and satisfaction

ii) Act as the main point of contact for escalated client issues and concerns

iii) Together with Customer Service Supervisor resolve customer inquiries and complaints efficiently and professionally

iv) Collaborate with internal teams to ensure timely delivery of services and resolve any service-related issues

v) Monitor any analyze customer feedback to improve processes and service quality

vi) Continuously evaluate and improve customer service processes, implement strategies to streamline workflows and enhance productivity

Success Metrics:

i) Zero Customer Complaint

ii) Meet target response time : responding to customer emails and calls within 2 hours, troubleshooting and resolving problematic issues within 48 hours

iii) Zero cost impact on jobs

iv) Ensure zero error on invoicing & invoice costing. All invoices to be printed and dispatch out to customers within 7 days after job completion.

v) Ensure cash customer pay same day the invoice generated or during handover of documents

vi) Ensure all jobs are approved by 5th of each month

vii) Operational efficiency : implement process improvements that reduce operational costs or time

6.Support Outdoor Sales & Branch Sales Activities

i) Collaborate with the outdoor sales team to provide support for client quotations

ii) Assist branch sales activities by coordinating with branch offices to ensure consistency in service and product offerings

iii) Share market insights, customer feedback, and other data with outdoor and branch heads to improve their performance

Success Metrics:

i) Sales Support Timelines : ensure outdoor and branch sales teams receive timely and accurate cost and quotations

ii) Sales Collaboration effectiveness : Track the contribution of the business support team to the success of outdoor sales (e.g. closed deals from joint efforts)

iii) Client Feedback : Positive feedback from outdoor sales team on the support provided

iv) Branch Sales Growth : increase in branch sales performance as a result of the support provided by the Business Support team

7. Ad-Hoc Task Required

Carry out all other activities as assigned by Line Manager & the management and perform any ad-hoc tasks as when required by the management.