Head of Customer Satisfaction

Position Summary

1. Support to improve service operation by establishing strategies, process checking and field auditing.

2. Support to improve service operation by managing internal key performance index, service marketing investment and working manual for field(subsidiary and etc.)

3. Carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.

Role and Responsibilities

1. [Service strategy establishment] Manage progress on service related goals which are achieved with a developed strategy.

2. [Audit] Manage processes regarding internal and external customers’ payment amounts.

3. [Performance management] Manage performance of KPI (Key Performance Indicator) for each business and manage and resolve an issue by analyzing it.

4. [Customer satisfaction] Select and operate a vendor which will conduct survey on customer satisfaction by product and service satisfaction.

5. [Service marketing] Manage and execute a campaign and service marketing plan to enhance brand awareness.

6. [GPPM (Global Policies and Procedures Manual) management] Make and collect a guideline by task related to service and manage it.

Skills and Qualifications

Minimum of 10 years in a leadership role, demonstrating successful management and strategic oversight in customer satisfaction or related functions, preferably within the electronics or related industries.

Bachelor’s degree in Business Administration, Marketing, or a relevant field; advanced degree (MBA or equivalent) is preferred.

Proven experience in the electronics or related industries, with a deep understanding of after-sales service processes in the electronics or related industries and customer satisfaction dynamics.

A track record of developing and executing strategic plans to enhance customer satisfaction, retention, and overall post-sales experience.

Demonstrated ability to lead and inspire cross-functional teams, fostering a collaborative and high-performance culture to achieve departmental objectives.

Strong commitment to understanding customer needs and expectations, driving

Proficiency in leveraging data analytics to derive insights, identify trends, and make informed decisions to optimize after-sales processes.

Experience in collaborating with international teams and adapting strategies to align with global customer satisfaction standards, ensuring a consistent and cohesive approach across different markets.

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