Customer Experience Manager

About the Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

We are seeking a highly skilled CX Manager to join our team. The ideal candidate will be responsible for managing and improving the overall customer experience across all touchpoints. This role will also include managing escalations, ensuring that complex or sensitive customer issues are resolved promptly and effectively.s. This role is crucial in ensuring the effective resolution of escalations and maintaining high levels of client satisfaction.

Responsibilities:

Customer Experience Strategy:

1. Develop and implement a comprehensive customer experience strategy that aligns with the company’s goals and objectives.
2. Continuously assess and improve customer journey mapping to enhance the overall customer experience.
3. Identify key metrics to measure customer satisfaction and develop initiatives to improve them.
4. To work closely with the GM/Commercial team to identify market / customer needs and issues and proactively the success metrics like CSAT, detractor rate, churn rate 

Escalation Management:

1. Act as the primary point of contact for customer escalations, ensuring timely and satisfactory resolution.
2. Analyze root causes of escalations and collaborate with relevant teams to implement long-term solutions.
3. Maintain detailed records of all escalations and resolutions to identify trends and areas for improvement.

Team Leadership:

1. Lead, mentor, and develop a team of customer experience professionals.
2. Provide ongoing training and support to ensure the team is equipped to deliver exceptional customer service.
3. Foster a customer-centric culture within the team and across the organization.

Cross-Departmental Collaboration:

1. Work closely with product, marketing, sales, and support teams to ensure a consistent and seamless customer experience.
2. Communicate customer feedback and insights to internal stakeholders to drive product and service improvements.
3. Collaborate on the development and launch of new products or services, ensuring customer needs are at the forefront.

Reporting & Analytics:

1. Monitor and report on key performance indicators (KPIs) related to customer experience and escalation management.
2. Responsible for key OKRs and Market metrics like CSAT, Detractor rate, customer journey flow, escalation rate
3. Use data-driven insights to inform decision-making and drive continuous improvement.
4. Present regular updates to senior management on the status of customer experience initiatives and escalations.

Customer Feedback Management:

1. Collect and analyze customer feedback from various channels (e.g., surveys, social media, direct interactions).
2. Develop and implement action plans based on feedback to improve customer satisfaction.
3. Ensure customers feel heard and valued, fostering strong relationships and loyalty

Requirements:

• Bachelor's degree in Business, Finance, or a related field.
• Proven experience in managing escalations within the fintech or payment industry.
• Strong leadership and team management skills.
• Excellent client service skills with a client-centric approach.
• Ability to analyze data and generate actionable insights.
• Familiarity with CRM software and customer experience management tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Fluency in English and Mandarin

Preferred Qualifications:

• Familiarity with the Hong Kong market and regulatory environment.
• Proficiency in data analysis tools and reporting.
• Fluency in Cantonese