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About this position

The Customer Experience Expert will be responsible for delivering outstanding customer experience with sound business knowledge securing customer growth in an integrated experience in the Customer Innovation Center (CIC). This role specifically focuses on hosting, facilitating and planning customers visits whilst managing a team of Visit executives and coordinators. The person is in charge of the CIC Bangkok facility.

Responsibilities

As a Customer Experience Expert, you will:
• Drive excellent and efficient CIC operations and ensure every touch point along the customer journey can create impressive experience and also addresses pain point/business challenge for the customers.
• Facilitate customers meetings in CIC, coordinating with internal and external stakeholders to create the visit plan and execute accordingly.
• Engage 3rd parties to build an ecosystem to enhance CIC visit experience.
• Manage daily operations on site, planning software, evaluate visit requests and liaising with planners for flexible schedule changes.
• Develop business acumen and present relevant topics during the customers’ meetings.
• Identify and summarize action items for each visit and develop reports on relevant business & performance KPI’s.
• Deliver on performance indicators: your success will be measured by Hit Rate / CIC performance / Customer Satisfaction.

Requirements

We believe you have:
• Bachelor's degree in Marketing/Communication, Business Administration, or a related field.
• Minimum 5 years of experience. Customer facing skill is considered a plus.
• Professionalism and excellent communication/presentation skills.
• Attention to details with the ability to think outside the box to propose solutions/suggest improvements.
• A collaborative mindset, being able to adapt to changes to achieve a common goal.
• CRM experience is considered a plus.
• Fluency in written and spoken English and Thai. A 3rd language is considered a plus.

Benefits