Client Experience Director (Marketing)

The incumbent of this job is responsible for the overall planning, execution of research, product marketing initiatives and campaigns across channels for great client experience. Leads and manages the Client Experience Team to develop and execute the client experience, strategies and services in support of the strategic goals of Marketing Department. The incumbent is accountable for all client experience marketing activities, including budgets, resource planning, product development, talent acquisition and development, performance management and all aspects of client Experiences.
Major Accountabilities.
• Work with HoM to prepare the annual strategies for client experience, including research, client segment, product offerings as well as channel marketing.
• Input and Recommend for Branding and Digital Strategies.
• Execute the journey mapping to find out client satisfaction gaps between client expectation and our services in terms of operation and perception.
• Lead, own and deliver client experience strategies and Plans
• Involve in Key New Product Development.
• Plan, execute the Important Researches and Big Marketing Campaigns.
• Lead the Channel and Event Team directly to deliver the targets.
• Supervise all research, product marketing, and channel marketing activities.
• Work closely with cross - functions to seek for alignment and feedback.
• Follow up and take appropriate corrective actions when things go wrong.
• Fosters effective teamwork.
• Establish and take accountability for on - going review of assigned digital projects performance and reporting back to the HoM and other appropriate team members.
• Provide insights for innovations and initiatives.
• Monitor competitors and provide recommendations to ensure the company maximizes market share within the category.
• Prepare monthly, quarterly and annual reports for the in - charge.
• Provide guidance and collaboration opportunities including training.
• Apply best practice and governance process, and anticipate, manage and mitigate project risks and use of resources accordingly.

- Competitive Salary and Bonus - Healthcare, Pension, Training and Employee Activities - Professional and Active Working Environment