Customer Experience Director SEA

6 days ago


Queenstown, New Zealand Glory Global Solutions Full time

We are seeking an experienced professional to lead our service delivery team in the SEA region. As a Customer Experience Director, you will be responsible for delivering exceptional customer experiences, driving financial performance, and achieving operational excellence.

Your main responsibilities will include:

  • Customer Focus:
  • Define and optimize customer journeys to drive continuous improvement in customer experience
  • Ensure high-quality service standards are met as per Service Level Agreements (SLA)
  • Maintain high rates of support contract capture and retention
  • Manage customer escalations and ensure effective resolution of customer enquiries and complaints

You will also be responsible for driving alignment with sales and business strategy, ensuring service profitability is maintained, and risk is adequately managed.

  • Drive Alignment with Sales and Business Strategy:
  • Work closely with the Sales Management Team to support key sales activities and key customer activities
  • Align with sales on renewal and up-sell strategy


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