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Primary Location: SINGAPORE, Singapore, Job ID R22002054

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

The Customer Experience Marketing Manager is responsible for developing and implementing strategies useful in improving customer relationship, dedication and satisfaction. He/She will help drive customer-centricity across the organization, elevating customer satisfaction, driving customer engagement and increase loyalty. Manage an ongoing collection of customer feedback program across multiple channels in order to capture their expectations, preferences and dislikes, and acting upon the feedback through continuous improvement is a key focus area.

Job Responsibilities

  • Conduct and manage Voice of the Customer + Voice of the Process research with a focus on micro, platform and indirect customers across multiple channels and countries

  • Tracking customer experiences across online and offline channels, devices, and touch points of a customer journey

  • Drive standardization + scalability of Micro, Platform, Indirect (MPI) processes and customer experiences for APAC. E.g. Account opening, UPS.com ID creation, New channels (Whatsapp, LINE) etc.

  • Collaborating with internal stakeholders to collect customer feedback to enhance customer services and brand awareness

  • Setting up clear go-to-market strategies based on customer feedback to drive positive results and increase loyalty

  • Developing a protocol that ensure response to customer queries in a timely and effective manner, via phone, email, social media, or chat applications

  • Analyzing customer feedback on product ranges and new releases, as well as preparing reports

  • Establish communication mediums through which customers can readily contact a company and vice versa

Job Requirements

  • A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

  • At least three years' experience in a customer experience role, or a similar customer support role.

  • Demonstrated leadership ability of successful people management experience in motivating team members is highly desirable.

  • Experience working in large MNC which deals with complexity and slow-moving tasks.

  • Extensive experience in gathering and interpreting customer experience information.

  • Solid knowledge of online customer engagement platforms and channels.

  • Proficiency in MS Office, as well as CX, such as Qualtrix CustomerXM.

  • Exceptional interpersonal skills and a client-centered approach.

  • Great organizational and time management abilities.

  • Superb communication, collaboration, and problem-solving skills with the ability to think out of the box.

  • Ambitious and entrepreneurial mindset comfortable dealing with ambiguity and keen to drive new initiatives and create new processes.

  • Strong business acumen with the thirst for continuous learning and improvement.

  • Candidate must be comfortable to travel as and when required basing on business related purposes.


Employee Type:

Permanent


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