job description
Join Domain Group as a CX Operations Leader and drive the transformation of customer experience across Realhub. In this pivotal role, you will lead the execution of our CX strategy, ensuring seamless, high-quality interactions that elevate customer satisfaction and loyalty. Based in the vibrant regions of Bali, you will collaborate with cross-functional teams to optimize processes, implement innovative solutions, and foster a customer-centric culture.
This is a unique opportunity to shape the future of customer experience in a dynamic, fast-growing organization. If you are a strategic thinker with a passion for operational excellence and customer success, we want you on our team!
Responsibility
- Lead the development and execution of the CX strategy to enhance customer satisfaction and operational efficiency.
- Oversee day-to-day operations of the customer experience team, ensuring high performance and adherence to SLAs.
- Identify and implement process improvements to streamline workflows and reduce response times.
- Collaborate with product, marketing, and sales teams to align CX initiatives with business goals.
- Analyze customer feedback and data to drive actionable insights and continuous improvement.
- Mentor and develop team members, fostering a culture of excellence and accountability.
- Monitor KPIs and metrics to measure the success of CX initiatives and report findings to senior leadership.
- Stay updated on industry trends and best practices to ensure the organization remains competitive.
Qualifications
- Bachelor's degree in Business, Marketing, or a related field.
- Proven experience (5+ years) in customer experience, operations, or a similar leadership role.
- Strong analytical skills with the ability to interpret data and drive decision-making.
- Excellent communication and interpersonal skills to engage with stakeholders at all levels.
- Experience in leading and developing high-performing teams in a fast-paced environment.
- Proficiency in CRM tools and customer service platforms.
- Strategic thinker with a problem-solving mindset and a focus on results.
- Familiarity with the real estate or digital marketplace industry is a plus.