Senior Customer Experience Specialist (CXM)

Central Retail (Bangkok City, Thailand)

Bangkok, Thailand

Central Retail Corporation Public Company Limited (“the Company” or “Central Retail”) is the leading multi-format and multi-category retailing platform in Thailand. Central Retail is also growing internationally, securing leadership status in Italy, and becoming one of the leaders in Vietnam.

Detail posisi

The Senior Customer Experience Specialist (CXM) is responsible for driving improvements in customer experience metrics, leading CXM initiatives, and conducting research to enhance customer satisfaction across various business units.

Kewajiban

Experience Management Responsibilities: (50%)
• Driving improvements on core CX metrics of each BU (e.g. NPS, CSAT, CES, VOCs, etc.).
• Identifying key detractions on customer experience and initiate Closed Feedback Loop (CFL) activities.
• Leading CXM Forums (Inner Loop and Outer Loop meeting protocol with target BUs).
• Conducting deep dive analyses and providing CXM recommendations to target BUs.
• Creating reports, presentations, and visualizations to effectively communicate insights to target BUs.
• Monitoring the effectiveness of projects/ initiatives and providing detailed status reports.
• Turning customer insights/ latent needs into actionable initiatives.
• Coordinating with several cross-functional teams within Central Group (e.g. Operations, Logistics, Tech, Product, Customer Service, etc.)
• Leveraging CX data to support new products and features developments.

Technical Responsibilities: (30%)
• Utilizing and implementing advance CX tools (e.g. Qualtrics) to perform data gathering, deep dive analyses, and interpreting customer feedback data.
• Working on CX tools to adjust/ optimize the surveys and automations which best suitable for target BU’s customers journey/ touchpoint.
• Creating advance real-time Dashboards to track customer experience is target touch points along customer journeys.

Research Responsibilities: (20%)
• Conducting and leading fundamental qualitative and/or quantitative research in case required to drive better customer experience.
• Utilizing statistical and analytical tools to interpret research findings and identify trends, patterns, and correlations.
• Transforming research data into actionable insights and recommendations.

Kualifikasi

• Bachelor’s degree or above in business administration, research, service design, cognitive science, psychology, anthropology, human computer interaction (HCI), computer science or related fields.
• Experience with customer experience management tools – e.g. Qualtrics or other equivalent platforms.
• Experience with Microsoft Power Point and Excel (can perform complex functions and techniques)
• Exceptional analytical skills on highly complex data with a strong attention to details.
• Ability to work cross-functionally and collaborating with multiple teams.
• Be able to communicate, write and understand both Thai and English.
• Knowledge of or exposure to customer journey map and user experience in digital/ retail products.
• Passionate storytelling skills.