Customer happiness leaderCircles.Life

ABOUT THIS ROLE
We are currently looking for a Customer Happiness Leader, as part of the regional leadership team, who is exceptional at set-up strategy and execution, and has a passion for customer success and satisfaction, dedicated to our company markets.
ABOUT CIRCLES.LIFE
Circles.Life is Asia's first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion dollar industry. We launched our services in Singapore in 2016, and have since expanded to Australia, Taiwan, Indonesia and Japan. We are leading the market in innovation, customer satisfaction and growth.
More recently, Circles has set its sights on the B2B vertical SaaS market, offering our proprietary cloud-native solutions to telcos worldwide. Amidst the software exodus to the cloud, our innovative tech stack has enabled major operators to modernise their mission-critical systems and B2C portals, transforming themselves into digital leaders in an ever-evolving consumer market.
Circles.Life was founded by Rameez Ansar (ex-Temasek, BCG), Abhishek Gupta (ex-McKinsey, Bain Capital, StanChart PE) and Adeel Najam (ex- Nokia, Huawei, Starhub). It now employs 300+ people over 5 APAC offices. It is the portfolio company of Warburg Pincus and Sequoia Capital.
YouGov Customer's Choice - Top 5 most loved Singapore brands (2nd year running)
Seedly - Top Telco for Customer Service
IMDA Consumer Awareness and Satisfaction Survey 2018 - Top Telco for Customer Satisfaction
Influential brands - Top Employer 2019
WHY THIS ROLE IS UNIQUE
Unique opportunity to be a part of innovating the telecommunications industry (a company of its kind in all of Asia!)
Once in a lifetime chance to help shape a brand from the ground up
Autonomy in the role and in managing your own portfolio
Exposure to the fast-paced world of high-tech start-ups
Attractive experience and compensation
Working with passionate, smart and driven colleagues in a vibrant environment
WHAT YOU'LL DO
Champion and lead the development & deployment of strategy, budgets, process improvement programs and digitization initiatives for the Customer Success team that are aligned with the goals of the organization.
Manage & inspire a global team of customer success managers while influencing stakeholders, engaging cross-functional teams (i.e. Product, Engineering & Finance) and partners to evaluate & drive outstanding performance
Own the end to end customer lifecycle experience, including re-engineering processes, innovating customer service models and driving exceptional customer satisfaction by deep diving into the Voice of Customers
Ensure close alignment and coordination between regional and operational customer success teams to achieve common organizational goals and targets
Optimize contracts, performance, digital tools and risk management processes through digitization and innovation
WHO YOU WILL WORK WITH
Reports to : Regional Head of Customer Happiness
Direct reports: Regional CH Managers - Process Excellence, Analytics, B2B, Special Projects & Programmes
Other key relationships: Key leaders across Operations, Product, Engineering, Marketing, Finance, B2B & People & Culture
WHAT WE ARE LOOKING FOR
At least 8 - 15 years solid hands on management experience in Customer Experience
Experience in customer service (a big plus) with focus on digital industries (e-commerce, tech)
Has a good understanding of start-up culture.
Agile and competent in adapting to changes quickly
Has an excellent understanding of customer lifecycle strategy, performance, and customer experience KPIs.
Has excellent decision-making and influential skills, able to provide reasonable justifications on what needs to be done.
Has excellent planning, strategy, and execution skills needed to manage projects
Highly adept on process improvement methodologies.
Hands on and dives deep into details
Excellent communication and interpersonal skills with the ability to work with all levels.
Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization
BENEFITS: One of Circles.Life's key missions is to build the best place to work and grow. In order to do that, we offer:
Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow. Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands
Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and beyond.
Talent Mobility - Circles.Lifers are given the opportunity to change roles internally, across functions and/or offices, through multiple structured programs (i.e. internal transfers, job shadowing or job rotation). We've witnessed many successful examples -e.g., from HR lead to Business Development Senior Manager.
Talent Development - We stand for a culture of continuous learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts.
Attractive Total Rewards (Salary + Equity) - We offer highly competitive salary and bonus inline with top tier technology companies, and equity for ALL employees (up to 6 months of annual salary worth for top performers). That means, unlimited upside based on company's performance.
Benefits - Mobile bill reimbursement for all Circles.Lifers and their dependents and medical insurance. Bonus: Well-stocked pantry and monthly fun activities.
Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
Circles.Life

Philippines
Permanent
Full-time