Head of Customer Experience ( NPS focus)

Full Time
Hong Kong
Posted 4 days ago

Head of Customer Experience

Report to Director

Overarching strategies of being customer centric and building branded experience at both HK and Mainland portfolio;

Develop and define customer experience strategies for shopping mall operations and work closely with the operation departments to ensure seamless execution at all levels;

Develop and implement effective mechanism to collect customer satisfaction and monitor the local teams’ progress to address those pain points;

Collect and analyze the trend of company’s Net Promoter Score (NPS) at both relationship level and transaction level, cultivate local teams to enhance the customer experience by using NPS results;

Strengthen and train up frontline staff with a stronger business acumen mindset during the implementation of company’s CRM program and loyalty program;

Monitored service performance and identified execution gaps at local teams through setting up of effective mechanism, e.g. mystery shoppers

Designed and implemented different digitized platforms to set up comprehensive customer survey for collection of feedback and instant satisfaction at Mainland malls; program; follow up findings with the teams to improve service level;

Conduct frequent social listening research to understand luxury market trends for market intelligent sharing as well monitor different service feedback posted on social channels;


  • University degree or above
  • At least 10 years’ relevant experience in customer experience, digital experience, or business initiative development
  • Good understanding of customer service management framework and shopping mall operations
  • Solid experiences in managing and enhancing NPS
  • Excellent analytical, oral, and written communication skills
  • An analytical mind with attention to detail, with particular focus on qualitative data
  • Ability to present and discuss information clearly and to different audiences
  • Effective interpersonal skills
  • Strong team working and networking skills

Interested parties, pls kindly email me at ann.chan@agsgroup.com.hk

Job Features

Job CategoryInformation Technology, Marketing / Public Relation, Property / Real Estate

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