Senior Manager, Customer Success

Company Description

About SEEK

SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. SEEK has been helping people live more fulfilling and productive working lives and helping organisations succeed for over 25 years.

Founded and headquartered in Melbourne, Australia, SEEK has grown into a multinational technology company with over 3,300 employees and is listed on the Australian Securities Exchange.

SEEK’s presence spans Australia, New Zealand, Hong Kong, Indonesia, Malaysia, the Philippines, Singapore and Thailand. Additionally, SEEK has minority investments in employment marketplaces in China, South Korea and Bangladesh.

SEEK develops and applies innovative data and technology tools to facilitate high-quality matching and improve reliability of marketplace information.

In 2021, 2022, 2023 and 2024, SEEK was recognised as one of Australia’s Top Ten Places to Work in Technology in the AFR BOSS Best Places to Work awards. SEEK was also named a 5-Star Employer of Choice by HRD Asia in 2024 and won four accolades at TalentCorp’s Life at Work Awards 2023 in Malaysia.

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.

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.