Chief Customer Experience Officer - Leading Entertainment Firm

Key Responsibilities: Develop and implement departmental policies and strategies to meet the company's goals, managing resources effectively. Lead customer journey re-engineering initiatives to enhance and transform the customer experience across all touchpoints. Collaborate with cross-functional teams to align departmental strategies with overall objectives, leveraging market insights and data. Construct frameworks to assess customer needs and satisfaction, ensuring service delivery aligns with

Morgan McKinley - Hong Kong - Full time

Salary: Competitive

Key Responsibilities:
  • Develop and implement departmental policies and strategies to meet the company's goals, managing resources effectively.
  • Lead customer journey re-engineering initiatives to enhance and transform the customer experience across all touchpoints.
  • Collaborate with cross-functional teams to align departmental strategies with overall objectives, leveraging market insights and data.
  • Construct frameworks to assess customer needs and satisfaction, ensuring service delivery aligns with expectations.
  • Foster a culture of collaboration, communication, and accountability across teams and stakeholders.
  • Streamline processes to optimize efficiency and promote a high-performance culture through mentorship and talent development.
  • Lead change initiatives to enhance organizational adaptability and responsiveness to market dynamics.
  • Advocate for diversity and inclusion, setting a standard for equitable practices within the team.
Qualifications:
  • Over 15 years of working experience, with more than 8 years in a senior executive role.
  • Proven experience in customer journey management, service innovation, and cross-functional collaboration.
  • Strong analytical skills to interpret customer insights and drive strategic decisions.
  • Excellent leadership abilities with a focus on team engagement and well-being.
  • Familiarity with digital tools that enhance customer experience.


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