Customer Experience Manager

Shanghai, CN

Position Overview:

GLG is seeking an entrepreneurial candidate to join our Member Solutions team in Shanghai, China. Customer Experience Managers lead a global team of professionals who act as front-line relationship managers to GLG Council Members, a network of business and investment leaders that are driving industry decisions throughout the world. Customer Experience Managers are self-starters, collaborative and driven. They are always striving to further streamline the experience of our Council Members, both in terms of technology platform and interpersonal interactions, driving key strategic initiatives and ensuring superior service.

Key Responsibilities:

Team Mentorship and Management:

  • Manage and lead Member Solutions Associates in Asia
  • Conduct regularly scheduled individual meetings as necessary to act as a mentor, provide regular performance feedback and quarterly reviews and create personal development plans
  • Grow and develop the team by participating in interviews
  • Train and mentor colleagues to ensure excellence in Council Member service, communication skills and compliance
  • Motivate and maintain high morale of team members by creative and innovative means
  • Help to develop or update team goals, policies and procedures
  • Monitor and analyze reports (daily, weekly, and monthly) to enhance team efficiency

 Membership Management:

  • Deliver world-class Council Member service marked by high levels of responsiveness, accuracy, insight, urgency, attention to detail, professionalism, follow-through, and enthusiasm, and serve as an example of excellence to others within GLG
  • Establish and foster strong relationships with GLG’s primary asset, its Council Members
  • Create, develop and implement procedures and benefits that promote Council Member loyalty
  • Suggest innovation around products and services that will lead to cost savings, and work with other teams to bring ideas to fruition
  • Contribute to, and in some cases lead, key strategic initiatives in partnership with GLG leadership
  • Ensure superior Council Member service by monitoring and measuring Council Member feedback and satisfaction
  • Coordinate with business, finance, legal, and product teams as required to understand the needs of the business, improve Council Member-facing systems, and minimize friction for Council Members

 Compliance & Confidentiality:

  • Maintain the integrity of GLG’s proprietary data management systems and the quality of the GLG Councils by managing Council Members’ professional profiles, contact information, and knowledge profile
  • Clearly communicate to Council Members the integrity and value of GLG’s compliance platform
  • Implement GLG’s policies and procedures for protecting the integrity of Council Member engagements and train new employees in those procedures

 Required Skills:

Qualified candidates will have:

  • 4-7 years experience in a customer-facing role, or commensurate experience in communications, journalism, marketing, or other relevant field
  • Demonstrated success managing direct reports in Asia is a plus; desire to mentor and manage employees is required
  • Bachelor's degree or higher from a top tier university
  • Native speaker of Mandarin and fluent in English (TEM 8, high score of TOFEL, IELTS is preferred)
  • Demonstrated commitment, judgment, emotional maturity, and intensity, ideally in a fast-paced, multi-task-oriented environment
  • Passion for solving complex problems and executing best-in-class customer service
  • Demonstrated fluency in using technology tools to improve effectiveness and increase efficiency
  • Strong communication, presentation, and interpersonal skills
  • A demonstrated ability to work effectively across teams and business units to achieve success
  • Proven proficiency with Microsoft Office programs (including Excel and Outlook) and other database and technology tools are required

Candidates for this position must have a clear track record of excellence in several categories, including:

  • Leadership
  • A demonstrated ability to understand people and communicate clearly
  • Resilience / strength of character: the willingness to take risks and overcome failures
  • Teamwork and professionalism

More broadly, we seek bright, positive and flexible people who:

  • Act with the highest integrity and professionalism in all their endeavors
  • Lead others to do the same
  • Possess a creative and entrepreneurial mindset; are interested in helping to build a business
  • Demonstrated ability and initiative to handle increasing responsibility over time
  • Self-starter, proactive and independent thinker; doesn’t need a lot of direction but doesn’t hesitate to ask questions; seeks clarity as needed
  • Think creatively and focus on opportunities for growth
  • Exhibit relentless attention to detail
  • Stay on top of industry-relevant news and information
  • Utilize superior analytical and problem-solving skills
  • Think creatively and focus on opportunities for growth, and lead others to do the same
  • Express a strong desire to work in a team
  • Quick study and aptitude when faced with unknowns

Company Profile

About GLG / Gerson Lehrman Group

GLG is the world's leading platform for professional learning. Business leaders, investors, consultants, social entrepreneurs, and other top professionals rely on GLG to learn in short- and long-term engagements from a membership of more than 500,000 experts. Clients partner with GLG to address their most complex strategic challenges, make better business decisions, and advance their careers through conversations, mentorships, small group convenings, surveys, and other interactions—all within a rigorous compliance framework. Global, technology-driven, and nimble, GLG’s 1400 employees work in 22 offices in 12 countries.

We believe strongly in our mission- and values-driven culture. Our core values drive our success. They are learning & curiosity, responsibility, courage, judgment, fresh perspective, service, and integrity.

To learn more, visit www.glg.it

Notes: GLG does not allow employees to trade public equities or debt.  All prospective new hires are required to undergo a background check.

 

 

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EEO Policy Statement
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.