Job Description

ABOUT THIS ROLE

• We are looking for a passionate, driven, and results-oriented individual to join the CX team and help to design and deliver a compelling customer experience leading us towards creating a dream that inspires us and sets the foundation of our iPhone moment
• Working directly with the head of the customer experience, the successful candidate will take ownership and drive a number of NPS operating models, program management, CX priorities in markets, experience measurement, and visibility. This candidate will play a critical role in delighting and engaging customers to achieve a high score of NPS in all markets.
• This is a people manager role that is based in Singapore.

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

Unparalleled access - Not only will the successful candidate have exposure to broad content knowledge across functions, but they also understand how the senior leaders think and know what\'s top of mind. They should use this to connect dots across projects to improve decision-making and team effectiveness.

Career accelerant - Opportunity to be part of a team that builds and scales the market platform business vertical and influences overall strategies and product vision with huge potential for growth.

10X - Be part of a fast-growing organization with ambitious plans to expand into multiple more markets and verticals, and help be the one to make it happen

WHAT YOU\'LL DO

• Target the key journey with the aim to minimise customer effort, and improving funnel conversions and success rate.
• Enable holistic experience measurement for top 5-6 journeys (Joining the network, Billing, Payments, Upgrades/Add on purchase, App experience, Resolution & Recovery) for the respective market.
• Leverage NPS/CSAT insights and constantly work towards identifying, evaluating, and implementing enhancements and improvements basis holistic experience review
• Partner with cross-functional teams to build a culture and system that inspires and enables the expedition team to become even more customer-obsessed in meeting our customer\'s needs.
• Deliver on circles life goal of achieving best-in-class customer outcomes and experience and drive customer advocacy across touch points as measured through NPS, CSAT, CES, and other indicators
• Move towards an effortless, zero-touch customer experience by constantly identifying, evaluating, and implementing digital innovations that drive greater customer satisfaction, engagement & loyalty
• Work closely with the cross-functional stakeholders in alignment with the operating model and contribute to enabling all the teams to become more customer-centric

WHO YOU WILL WORK WITH

• Customer Experience Teams
• Product Team
• Members across departments

WHAT WE ARE LOOKING FOR

• 7-8 years of experience in market research, or 7-8 years of consulting experience
• Solid Telco industry knowledge, including but not limited to: strategy, business development, marketing, market trends, and operators
• Should be comfortable in dealing with large datasets and be comfortable with numbers

• Proven ability to collaborate across functional teams and communicate complex ideas clearly
• With an entrepreneurial spirit, and the grit, resilience, and resourcefulness to overcome obstacles
• Able to work and communicate effectively across geographies

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