Digital Customer Experience Manager

Found in: Talent HK C2 - 2 weeks ago

Hong Kong, Hong Kong SAR China CHANEL Full time

JOB MISSION

BACKGROUND

SUMMARY

The Digital Customer Experience Manager will be responsible for capturing market specific requirements and translating experiences into user stories across all omnichannel touch points. The role will work with the various business divisions in holistically planning end-to-end client and advisor experiences within the House. The incumbent will be expected to act as the bridge between the 3 business divisions and Technology & Digital Services (T&DS) at a local, regional and global level, ensuring the technology strategy aligns with HKMO’s priorities.

Additionally, In partnership with business users, the role will facilitate the creation & prioritization of capabilities & features to ensure synergy between HKMO, APAC T&DS & APAC business teams.

KEY RESPONSIBILITIES:

Guide business users in crafting ultimate digital luxury experiences that are aligned with CHANEL’s brand values Build and mentor an Experience Management Office within CHANEL HKMO, training & educating team members on strategy & methodologies Collaborate with business users in identifying gaps and opportunities in new and existing digital initiatives throughout the various client & advisor journeys in retail Work together with the business & analytics team to identify client segmentations allowing for unique experiences Co-create HKMO’s omnichannel strategy with division stakeholders Design and implement boutique specific feedback loop mechanisms to gauge digital program performance and impact Implement personalized client experience strategies based on data-driven insights Develop seamless client experiences across all 3 divisions within the house Work with regional and global teams in delivering localized products from CHANEL’s ‘Core IT’ portfolio Participate in APAC governance forums in prioritizing feature enhancements for HKMO Guide business stakeholders in articulating business requirements and value creation to APAC and global technology teams Translate business requirements into technical capabilities and roadmaps Chair meetings with business & technical stakeholders throughout the project lifecycle, bringing initiatives to life Cultivate relationships with the business teams and provide influence on experiences and processes

ROLE SPECIFICATIONS

Work experience:

A minimum of 7 years in a Customer Experience Manager or Product Management role ideally for a MNC or major consultancy Solid experience in business-facing technology roles, ideally in luxury retail Experience working in complex project environments, and able to prioritize and plan features and capabilities in a rapidly changing context. Proven experience in luxury retail or high-end hospitality, with a focus on client experience management Experience presenting and influencing leadership in new ideas, concepts, and new ways of working

Required competencies:

Entrepreneurial spirit with ability to handle ambiguity and challenge status quo to drive continuous improvements  Solid understanding of CX/UX principles and design thinking Team player with experience leading and collaborating cross-team to ensure successful delivery of solutions Showcase a product driven mindset Demonstrate proven qualities of leadership with integrity, humility, and open-mindedness In-depth knowledge of luxury retail trends, client expectations, and industry best practices

Language:

English Chinese (Cantonese/Mandarin)

Qualifications:

University degree or equivalent

  • Senior Customer Experience Manager

    6 days ago

    Hong Kong, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Responsibilities: Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and...

  • Marketing, Digital and Customer Experience Internship Programme

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China West Kowloon Full time

    The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.Marketing, Digital and Customer Experience Internship Programme is an unique opportunity for those who are...

  • Manager, Digital Acquisition

    2 weeks ago

    Hong Kong, Hong Kong SAR China China CITIC Bank International Limited Full time

    Responsibilities: Devise analytics report to track digital footprints along inMotion App to understand customer behaviours and generate actionable insights Devise digital portfolio MIS and derive effective relationship deepening initiatives to achieve digital business KPIs (e.g. MAU, digital sales, channel revenue, etc.) Design and launch effective digital...

  • Customer Experience intern

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China Teads Full time

    Who we are We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities  Competing against the biggest tech companies  Inventor of the InRead Video  Partner with the biggest media agencies and brands  Global partnerships with premium publishers This role is a 6-months internship ideal for...

  • Branch - Customer Experience Manager

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China The Bank of East Asia Full time

    Responsibilities Act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory Understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits Evaluate customer preferences and identify opportunities to enhance customer...

  • Associate Director, Group Customer and Digital Marketing

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. So if you believe in inspiring a better future, read on. About the Role This is a newly built role in Group Customer and Digital Marketing. You will be supporting, leading, driving projects together with AIA’s Business Unit across Asia-Pacific...

  • Marketing, Digital and Customer Experience Internship Programme

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China West Kowloon Full time

    The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.Marketing, Digital and Customer Experience Internship Programme is an unique opportunity for those who are...

  • Customer Experience Executive

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China CHUBB Full time

    Handle enquiries to insurance agents/brokers/distributors by telephone, written correspondence and/or personal visit regarding policy information, general guidelines of the Operations, product knowledge, etc. Perform cashiering duties to receive payment, issue official receipt, maintain premium record and handle payment reconciliation. Assist Managers...

  • Assistant Customer Experience Operations Manager

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China China Mobile International Limited Full time

    Assistant Customer Experience Operations ManagerHeadquartersHKCloud Product CenterMiddleApplyResponsibilityDesign and Optimization the user experience and for mCloud platform, provide high quality GUI design timelyEvaluate and balance business needs with user goals, improve the business interactive process.Work closely with RD team, able to conduct risk...

  • Client Care Regional Trainer

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China CHANEL Full time

    Your role @ CHANEL At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Client Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible Client Care with personalized human touch for a unique and differentiated CHANEL experience. ...

  • Assistant Manager, Digital

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China West Kowloon Full time

    The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.You will be responsible for:assisting in designing and managing customer-oriented digital platforms, e-commerce...

  • Senior Customer Experience Executive

    Found in: Talent HK C2 - 2 days ago

    Hong Kong, Hong Kong SAR China Hermès Full time

    Key Responsibilities: Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments Assist in organizing store animations and activities ., VIP trips, customer events, etc. Coordinate and follow up actions of improvement through Service Excellence...

  • Manager, Digital Products

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China Dah Sing Bank Full time

    Reporting to Senior Manager, Digital Products & Services, you will be part of the team to build the best-in-class digital banking services that go over and above what customers expect. What’s Expected of you: ·Execute business strategies for digital banking channels, which include internet banking, mobile banking, and other digital related channels ...

  • Associate Customer Digital Platform Lead

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China AXA Group Full time

    DevOps best practices used for application development such as version control, collaboration, compliance, and CI/CD, and applies them to infrastructure automation. Setting up and maintaining cloud-based PaaS & SaaS (Azure, Openshfit) Setting up and maintaining the CI/CD pipeline Managing and monitoring the health and performance of applications ...

  • Associate, Digital Performance Management, IBG Digital and Innovation

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China DBS Bank Full time

    Business Function Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing...

  • Manager, Digital Products

    2 weeks ago

    Hong Kong, Hong Kong SAR China Dah Sing Financial Group Full time

    About Dah Sing Group The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China. Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent,...

  • Senior Customer Experience Manager

    Found in: Talent HK C2 - 1 week ago

    Hong Kong, Hong Kong SAR China HSBC Full time

    Some careers grow faster than others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...

  • Manager, Customer Experience

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China HSBC Full time

    A Career with Hang Seng Bank Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services.We seek to attract high-calibre talent by offering a dynamic working environment, good career...

  • Manager, Customer Experience

    2 weeks ago

    Hong Kong, Hong Kong SAR China Hang Seng Bank Limited Full time

    Job description A Career with Hang Seng Bank Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good...

  • Customer Data Lead

    Found in: Talent HK C2 - 2 weeks ago

    Hong Kong, Hong Kong SAR China HSBC Full time

    Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC...