Senior Manager, Customer Experience Strategy

About Klook

We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
 

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
 

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us

We are seeking a seasoned and visionary Senior Manager, Customer Experience Strategy to lead the charge in shaping and executing our customer experience (CX) framework. The ideal candidate is a strategic thinker with a customer-first mindset who can translate a high-level vision into actionable plans and drive tangible improvements across the entire customer journey.

This role requires a leader with 8-10 years of experience who can not only develop a compelling CX strategy but also collaborate effectively with cross-functional teams to ensure its successful implementation. You will be the champion for the customer, working to remove pain points, create seamless interactions, and build a lasting, positive relationship with our brand.

What you'll do?

• Develop and Lead CX Strategy: Formulate and own the end-to-end customer experience strategy, creating a comprehensive framework that aligns with business objectives and market trends with qualitative and quantitative views.

• Cross-Functional Collaboration: Partner with and influence teams across the organization, including all business lines, local markets, product and technology, operations and customer service team, to identify CX gaps and opportunities. You will ensure a cohesive and unified experience for our customers.

• Customer Advocacy: Act as the primary advocate for the customer's needs. Use data and insights to influence decisions and prioritize initiatives that improve satisfaction and loyalty.

• Stakeholder Management: Effectively manage and communicate with a wide range of stakeholders, from senior leaders to individual contributors, to build consensus and drive CX initiatives.

• Team & Project Management: Lead a team of high-performing project managers to ensure project success. You'll also be expected to execute and deliver on your own projects and partner with the PMO to ensure overall governance.

• Analytics and Insight: Utilize data, feedback, and market research to inform strategic decisions and measure the impact of CX initiatives.

• Ad-Hoc Projects: Complete ad-hoc tasks and projects as assigned, demonstrating flexibility and a willingness to tackle new challenges.

What you will need:

• Experience: 8-10 years of experience in Customer Experience (CX), User Experience (UX), or a related field. OR PM experience OR Experience from a management consulting background is highly valued.

• Strategic & Critical Thinking: Proven ability to think at a "big picture" level, synthesizing complex information to form a clear and actionable strategy.

• Collaboration & Communication: Exceptional stakeholder management and interpersonal skills with the ability to influence, lead without direct authority, and also managing conflicts.

• Industry Background: Experience in the e-commerce or Online Travel Agency (OTA) space is strongly preferred.

• Customer-First Mindset: Customer-focused, and always seeking what is best for the customer in terms of user experience (i.e. customer obsession mindset), and self-driven to explore new improvement opportunities

• Confident, highly self-driven, self-motivated and goal-oriented. 

• Fluent in spoken and written English. Fluent Chinese is a plus

• Globally minded and comfortable working with people from different cultural backgrounds in a fast-paced environment

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We're dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter ("Agency"). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook's Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.