Reported successfully

- Customer Experience Leadership

- Establish and lead the Customer Experience Department.

- Develop customer experience strategies, policies, and procedures.

- Create a customer-centric culture across the organization.

- Act as the voice of the customer within the company.

- Customer Retention & Relationship Management

- Monitor customer satisfaction and retention performance.

- Develop customer retention and loyalty initiatives.

- Identify at-risk customers and implement recovery plans.

- Strengthen relationships with key customers .

- Complaint & Service Recovery Management

- Oversee customer complaint handling and escalation processes.

- Ensure timely and effective resolution of customer issues.

- Conduct root cause analysis and implement corrective actions.

- Coordinate with internal departments to prevent

- Customer Journey Improvement

- Analyze customer feedback and service performance trends.

- Identify customer pain points and improvement opportunities.

- Lead customer experience improvement projects.

- Work closely with Operations and Technology teams to improve service delivery.

- Bachelor's Degree in Business Administration, Marketing, Logistics, Supply Chain, or related field.

- Minimum 5 years of experience in Customer Service, Customer Experience, Account Management, Logistics, or related functions.

- Previous managerial experience preferred. - Strong communication, leadership, and problem-solving skills.

- Ability to manage cross-functional teams and drive organizational improvements.

- Experience in logistics, transportation, e-commerce, or freight forwarding industries is highly preferred.

- Proficiency in English and Khmer. Chinese language ability is an advantage.

V. Key Success Indicators

- Customer Satisfaction Score (CSAT)

- Customer Retention Rate

- Complaint Resolution Performance

- Service Recovery Effectiveness

- Customer Feedback Management

- Customer Experience Improvement Projects

- Team Performance & Development