Regional Head of Customer Experience

• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.

• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
• Lead and strategise on outbound chat and/or outbound calling initiatives.
• Supporting Regional CX in executing and implementing Regional projects locally.
• Handle and/or monitor cross-country or multiple countries CX teams, if needed.
• Develop and deliver structured CX performance reports to internal/external stakeholders.
• Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
• Any chat-related tasks which isn't mentioned above

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