QA & Governance Specialist (Customer Management & Engagement)

Role Summary

In this role at CelcomDigi, you are responsible to develop and execute a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers, with the objectives to (1) obtain their direct, honest and constructive feedback on their interactions with CelcomDigi, (2) obtain insights into any feedback they may have of competitors, both locally and globally, (3) test out new ideas/ products/ innovative solutions in order to gauge customer acceptance and (4) build a strong, emotionally attached loyal group of customers whom will be advocates for the organization and brand. You are to coordinate and run the entire program end-to-end, from setting the engagement calendar, determining the criteria of invitees, to setting objectives and agenda, to selecting venue and setup, all the way to consolidation of feedback/ results and sharing with relevant stakeholders for decision-making/ continuous improvements. This would involve extensive joint-working with other departments within CelcomDigi, as and when required, and to further complement the customer feedback obtained by the Customer Insights and Journey Audit teams, to present a holistic view an understanding of customer feedback.

Responsibilities

• You are responsible to develop and execute a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers, with the objectives to (1) obtain their direct, honest and constructive feedback on their interactions with CelcomDigi, (2) obtain insights into any feedback they may have of competitors, both locally and globally, (3) test out new ideas/ products/ innovative solutions in order to gauge customer acceptance and (4) build a strong, emotionally attached loyal group of customers whom will be advocates for the organization and brand.
• You are to build a wide-ranging and relevant event calendar under this program to include, but not limited to, Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events, in order to achieve the objectives as mandated.
• You will need to work very closely with other departments within Customer Experience Division and wider within CelcomDigi, to identify and prioritise topics and matters that would be best included and executed under this Customer Management and Engagement program. 
• You will be fully responsible to plan, coordinate, manage and run the events under the program, from conceptualization and program run-down, to venue and management on-site, to selection of invitees and compilation of the results/ outcomes from the events. 
• You will also be the owner of this list of selected customers, establishing the selection criteria, curating this list and maintaining a robust and effective engagement frequency with the list. 
• Work closely with other units with CX QA & Governance Dept to be involved in Customer Insights (CSAT, NPS, VOC) as well as the Journey Audit team who conducts Service QA audits, to present a holistic view of customers feedback as inputs for decision-making and continuous improvements. 
• You will also be working with other departments to ensure the seamless and effective execution of the CME program, to include Communications, Brand and Marketing, Facilities, etc
• Ensure all QA & Governance initiatives are aligned to the quality and brand persona of CelcomDigi, e.g. invitations sent, FGDs conducted, etc.

Requirements

• You have the experience of interacting and managing customers of all levels, in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
• You have demonstrated strong program/ event management skills, with focus on achievement of goals and objectives. 
• You have demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to customers of all levels.