Job Description
Overview
Customer Insights Manager is responsible to manage initiatives to improve the end-to-end customer journey for the overall objective to increase the customer satisfaction (NPS/IPS score). The scope includes multiple touchpoints (pre-sales, sales and after sales) for multiple channels at AXA Mandiri by considering customer’s voice and market practice and in accordance with the company strategy.
Responsibilitites
- Drive the implementation of strategic initiatives aimed at enhancing the overall customer experience for AXA Mandiri across IBC and alternate channels, including various customer segments (HNWI & retail). This involve actively capturing and analyzing the voice of customer through multiple survey result, such as NPS & ICF to identify improvement areas and drive customer satisfaction.
- Embed the company’s vision and mission into customer experience initiatives.
- Responsible for managing, coaching and developing direct reports, as well as ensuring other team members are receiving the support they require to achieve team and company goals and individual performance standards.
- Manage team member and organization development, including performance management, retention and succession planning
Qualifications
- Min. Bachelor’s degree from Business Management, Marketing, Industrial Psychology or any relevant background
- Min. 5 years working experience in marketing management, Sales, Customer Relationship, Customer experience or any relevant field.
- Hold LOMA/ AAMAI Certification (if any)