Senior Customer Success Manager

Company Description

About SEEK

SEEK’s portfolio of diverse businesses, which includes Jobstreet and Jobsdb in Asia, make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.​

​Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Place to Work 2023 In Tech (third year in a row). In Malaysia, where SEEK’s Asia HQ is located, we received four accolades at the TalentCorp Life at Work Awards 2023, including first runner-up for Best International Organisation and champion for Best CHRO. We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Job Description

Based in our regional headquarters in Kuala Lumpur, Malaysia, the Senior Manager-Utilisation Operations– SEEK Asia will be a key contributor to drive utilisation across all the Asia markets. Utilisation drives customer “loyalty” as we aim to ensure that everything our customers purchase is used up well while providing them an exceptional experience.

Key Responsibilities

As part of the retention team:

• Conduct deep-dive analytical studies and data analysis to support the operational efficiency and productivity.
• Design, size, prioritise, and drive execution of strategies to achieve utilisation (& retention) objectives in collaboration with other teams across the business.
• Conceptualise and develop value propositions that influence various types of customers or segment(s) to use SEEK, which includes an in-depth understanding of the industry, market research, competitor trends, market requirements and penetration strategies.
• Define Objectives & Key Results, set up appropriate monitoring and governance structure, report progress, identify performance gaps / root cause drivers, remove blockers and develop remediation strategies as required.
• Work hand-in-hand with the heads of Customer Experience/Success teams across Asia to drive business goals.
• Work with regional QC and L&D teams to ensure quality and effectiveness of our conversations.
• Understand operation gaps and opportunities to constantly improve execution and efficiency.

Key Business Outcomes

• Retention rate of hirers
• Force earn below x%
• Growth in accounts

The Team

The regional team reports into our commercial Director, who reports to Asia COO. You will be reporting to the Head of Customer Experience & Utilization.

• We are a cross-functional team that is highly strategic and hands-on!
• The team is agile and requires strong adaptability to meet business needs.
• The position will work closely with 6 CX heads of Asian markets.

Qualifications

The successful candidate should meet the following requirements:

• At least 5years of relevant experience with a track record in driving transformative business growth, ideally in a digital business.
• Strategical problem solver – always has in mind the “big picture” and can formulate strategies to be successful in the near and long term.
• Customer-centric mentality – always strive to meet customer needs, viewing the journey from the customer's perspective, and mindfully incorporating their feedback into solutions.
• Passion for digital marketplaces and products – experience in, familiarity with and interest in online business and digital technology
• Displays excellent influencing and collaboration skills with the ability to be persuasive and trusted by all levels, with a solid track record of successful deliveries.
• People leader – able to lead and inspire a team with an engaging, compassionate work style and a high degree of humbleness and compassion.
• Works collaboratively with others in the team and across the organisation, respecting diversity, and valuing differences in opinion.
• Commercial savvy and sound decision-making – able to quickly form hypotheses and articulate convincing, insight-based, customer-centric story.
• Analytical and results oriented - structured problem solver who places emphasis on data-driven decision-making.
• Innovator – continuously conceives creative solutions and experiments to improve the status quo.

Other Qualifications, Skills and Experience

• Track record of working with various teams to ‘get stuff done’.
• Ownership, drive - delivering outcomes with cross functional, cross market teams.
• Ability to establish relationships and influence senior partners from a range of cultures.

Desired Values

• Believed in aiming high to deliver world-class results and yet, not forgetting to care for others

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.