Senior Manager, Customer Success Strategy

Company Description

SEEK has evolved from being a domestic online employment classifieds business, to the largest global online marketplace, operating in 18 countries. Our reach includes Australia, New Zealand, China, Brazil, Mexico, South East Asia, Southern Africa, and Bangladesh. Our market cap as of September 2023 is ~US$4-5 bn.

Founded in Melbourne, Australia in 1997, there are now over 6,000 people working for SEEK globally. Kuala Lumpur is where we have our Regional Headquarter, with close to 500 employees. In Asia, we own the 2 leading online job boards also known as JobStreet.com and jobsDB. SEEK’s Asian operation now employs 1,500 people operating across 7 countries in South East Asian countries. We have ambitious growth plans that includes expanding its product set and customer base.

We are a purpose-led organization: we help people live more fulfilling and productive working lives and we help organisations succeed. We believe the key to our success is creating a work environment which is challenging, rewarding and inclusive. Our core principles are:

Passion – we are passionate about our purpose, our customers and the community

Team – we care about each other and collaborate to achieve together

Delivery – we execute with excellence and achieve great results

Future – we think and act for the long-term.

SEEK’s strategy is to match more candidates to opportunities than anyone else through using its marketplace scale to build a radically more efficient and effective marketplace.

A cornerstone of SEEK’s growth since its inception has been the quality of its people, its award-winning culture and strong commitment to its values. This will continue to be at the core of ongoing success and growth for SEEK in all locations.

Job Description

Based in our regional headquarters in Kuala Lumpur, Malaysia, the Senior Manager, Customer Success Strategy – SEEK Asia will focus on Utilization and 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.
• Ideate 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
• Revenue
• Share of wallet

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!
• Our 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.
• Strategic thinking – always has in mind the “big picture” and can formulate strategies to be successful in the near and long term.
• Customer-centric mindset – always striving to meet customer needs, viewing the journey from their 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
• Stakeholder & project management – displays excellent influencing and collaboration skills with the ability to be persuasive and trusted by all levels, with a proven track record of successful deliveries.
• People leader – able to lead and inspire a team with an engaging, empathetic work style and a high degree of humility and compassion.
• Team player – works collaboratively with others in the team and across the organisation, respecting diversity, and valuing differences in opinion.
• Commercial acumen and sound decision-making – able to quickly form hypotheses and articulate convincing, insight-based, customer-centric story.
• Analytical and results oriented - structured thinker who places emphasis on data-driven decision-making.
• Innovator – continuously conceives creative solutions and experiments to improve the status quo.
• Believe in aiming high to deliver world-class results and yet, not forgetting to care for others.

Other Qualifications, Skills and Experience

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