Executive Summary:

Our client is a global business organization that operates in more than 20 industry sectors not limited to general commerce, healthcare, logistics, IT and retail consumer goods.  It is currently looking for a Head of Head of Customer Success / Services to drive on the company’s customer development and retention successes.

Major Responsibilities:

• Drive and implement the best in class customer service offerings to our members with strong collaboration direct sales and marketing team to achieve sustainable and profitable growth with strong service differentiation.
• Develop goals and action plans with key customers development and retention, including corporate sponsorships.
• Implements business strategies for the recruitment of new members and retention of existing members.
• Provide analysis of existing programmatic and membership materials as well as membership retention rates and opportunities for improvement.
• Develop strategic plan for expanding corporate sponsorship program, improving member benefit offerings, and increasing overall membership.
• Develop and implement strategy for increasing direct / indirect revenue with members
• Initiate internal communications, including developing newsletter content, email blasts, event announcements, awareness of member benefits, etc.
• Develop regular mechanisms for providing excellent customer service to existing corporate partners and relationship building with prospective partners.
• Recruits, hires, trains, develops team of professional staffs in membership department
• Develop people from within with the potential to advance their career.

Key Requirements:

• Degree in Business / Marketing / Management or related discipline.
• At least 10 years of experience in business marketing, customer service or operations management of a post-sales driven business operation - in which 3 years in management role with sound people management track record.
• Previous experience in driving customer engagement initiatives or programs in improving customer satisfaction and loyalty is a must.
• Proven business experience across Commerce/Logistics/Retail/FMCG/Healthcare Industries.
• Strong numerical / analytical skills – able to identify business opportunities through trend analysis with membership CRM
• Proven P&L experience of a successful business operation
• Excellent Chinese and English communication skills
• Strong proficiency in both written and spoken English and Chinese (Cantonese and Mandarin)
• Highly motivated, dynamic, and comfortable in leading change.

To apply, please send your CV in word document via JOBSDB or to peter(a)endeavourasia.com or call 3956-1828 for a confidential discussion.