CUSTOMER INSIGHT MANAGER
AXA Mandiri · JAKARTA, Indonesia
Sekilas tentang pekerjaan ini
AXA Mandiri mencari Customer Insight Manager di Jakarta untuk mengelola inisiatif yang meningkatkan pengalaman dan kepuasan pelanggan di berbagai kanal. Posisi ini ditujukan bagi kandidat dengan minimal 5 tahun pengalaman di bidang yang relevan.
Tugas utama
- Mendorong inisiatif strategis untuk meningkatkan pengalaman pelanggan di berbagai kanal.
- Menganalisis hasil survei NPS dan ICF untuk menemukan area perbaikan.
- Menerapkan visi dan misi perusahaan dalam inisiatif pengalaman pelanggan.
- Membina dan mengembangkan anggota tim serta mengelola kinerja dan suksesi.
Kualifikasi utama
- Minimal S1 Manajemen Bisnis, Marketing, Psikologi Industri, atau bidang relevan.
- Minimal 5 tahun pengalaman di marketing, sales, customer relationship, atau customer experience.
- Memiliki sertifikasi LOMA/AAMAI, jika ada.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs AXA Mandiri.
Deskripsi pekerjaan
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)