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Associate Director of Customer Experience
Hong Kong | Full Time

The Associate Director of Customer Experience is the keeper of our members’ happiness. It’s a leadership role comprised of outlining, managing and executing customer experience initiatives across multiple touchpoints, while driving higher customer satisfaction, NPS, customer retention, new commercial growth and profitable turnovers.

The Associate Director of Customer Experience will oversee the development and implementation of company-wide initiatives that optimise our customer service operation, customer experience and customer loyalty programmes:

  • Collaborate with top-level executives and department heads to strategise, plan and implement customer experience initiatives
  • Develop and manage the Customer Experience framework, optimising and synchronising the offline and online consumer journey
  • Manage, train and support the Customer Experience teams to a standard of excellence
  • Analysing and leveraging customer data insights to continuously enhance customer experience and drive member retention
  • Routinely monitor and synthesise member feedback to ensure our consumer experience levels meet expectations
  • Develop guest relations initiatives, community events and Loyalty Programmes to drive customer loyalty and referrals
  • Leverage existing and additional relevant technologies and tools for reporting and analytics across customer service and other customer-facing functions/ channels
  • Manage and implement new club management system to ensure a smooth customer service operation, creating a framework of policies to address customer feedback
  • Own and evolve our member policies, providing internal communication and education that effectively communicate such policies to members as needed
  • Establish annual goals following an Objective and Key Results (OKR) model to deliver superior customer experiences

The successful Associate Director of Customer Experience will have an exceptional background in the service sector with responsibilities for the consumer journey that encompass guest experience management, cross-functional teams management, research and analytics, marketing, sales, pricing and brand management.

Other attributes:

  • A professional, confident leader and team developer who is comfortable collaborating with all levels of the organisation
  • Strong relationship building
  • Extensive experience in managing operational interpersonal skills and customer service teams
  • Capacity to understand data analytics and extract actionable information from it along with strong problem-solving skills to ensure customer experience gaps do not occur or are resolved efficiently
  • Demonstrated ability to identify new service opportunities, successfully launch new products, and build profitable income streams
  • Outstanding written, verbal, and presentation skills in English, Cantonese and Mandarin a plus
  • Knowledge of CRM systems
  • Creative, innovative and passionate about delivering great customer experiences
  • Project management experience an asset


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