AVP, Customer Experience

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We practice a vibrant & energetic office culture.

We provide opportunities for career advancement within the company.

Good performance is always rewarded accordingly.

JOB RESPONSIBILITIES:

What you will do:

• Customer experience (CX) strategy
• Develop customer-centric insights. Locate, analyse and interpret Operational (e.g. cost-to-serve, cost-to-acquire, subscriber retention) and Experiential (e.g. net promoter score, customer satisfaction score, customer effort score) data from core Pay-TV business units.
• Build data-driven case for change. Plan CX projects supported by customer research. Develop value-based arguments for improvement by modelling qualitative / quantitative upsides to business / customer.
• Plan and expand pipeline of CX projects. Identify and engage key business leader stakeholders (VPs, SVPs, C-Levels). Package and pitch CX projects to business leaders to secure critical approvals, funding, and organisational support.
• Manage and execute CX projects. Guide and support CX team members to deliver target customer / business outcomes within defined timeline and budget. Identify, assess and mitigate execution risks.
• Communicate and coordinate. Identify and engage team leader stakeholders (AVP, SAVP). Support clear, focused and effective communication / coordination between CX team members and external stakeholders. Manage diverging expectations, mediate interpersonal conflict, and create positive momentum.
• Define and measure target outcomes. Identify and define target customer / business outcomes (Quantitative, qualitative). When necessary, negotiate and adjust target outcomes to account for new information.
• Plan and execute Customer Communication and Engagement initiatives. Identify critical messaging and touchpoints as well optimum customers communications modes.

REQUIREMENTS:

Who you are:

• Candidate must possess Degree, preferably in Communications, Marketing, Business or equivalent.
• At least 5 years and above working experience in customer experience or performance improvement.
• Independent problem-solving: Candidate to display strong ability in analyzing and interpreting data, arriving at a well-reasoned assessment, and developing rational next steps.
• Independent planning and delivery: Candidate to display track record of moving teams from ideation to execution, and actively managing delivery plans against limited time and resources.
• Stakeholder management: Candidate to support clear, focused, and effective communication / coordination between internal teams and external stakeholders.
• Excellent written and spoken communication skills in BM and English.

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Broadcast Media, Entertainment and Publishing 1,001-5,000 employees

Astro Malaysia Holdings Berhad (Astro) is Malaysia’s leading content and consumer company, serving 5.7 million or 75% of Malaysian households across our TV, radio, digital and commerce platforms.

As a trusted brand, Astro keeps Malaysians entertained and informed with a variety of vernacular, international and live sports content; engaging with 24 million individuals.

Astro was voted by consumers as Malaysia’s Brand of the Year and Platinum winner in Media Network category, and was inducted into the Putra Hall of Fame for its 10th consecutive win at the Putra Brand Awards 2019.