Job Description

Collecting customer feedback:

• Surveys and Polls: Collaborate with regional and local stakeholders to design and administer surveys to gather customer opinions.
• Interviews and Focus Groups: Conduct in-depth interviews and focus groups to gain qualitative insights.

Analyzing and synthesizing feedback:

• Data Analysis: Use statistical tools and qualitative analysis to interpret customer feedback.
• Sentiment Analysis: Assess customer sentiments and trends from feedback and social media.

Developing improvement strategies:

• Action Plans: Create actionable recommendations based on feedback to enhance customer experiences.
• Performance Metrics: Establish metrics to measure the impact of improvements on customer satisfaction.

Advocates customer centric culture:

• Cultural Advocacy: Promote a culture that prioritizes customer feedback and continuous improvement.
• Engagement Initiatives: Foster initiatives that engage customers and encourage feedback.

Evaluating competitive landscape:

• Benchmarking: Analyze competitors’ customer feedback strategies and performance to identify opportunities for improvement.

Requirements

• At least 2-5 years of experience in e-commerce and/ or consulting fields with strong contribution on research and project management.
• Bachelor’s/Master’s degree, preferably in Business, Finance, Economics, or related fields.
• Acute deductive skills (customer feedback and comments), with exceptional problem-solving capabilities and attention to details.
• Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation, including experience in management presentation.
• Strong with data and able to interrogate data to reach the right conclusion / drive solutions.
• Ability to manage multiple projects/ workstreams end-to-end.
• Strong leadership, communication and negotiation skills and is strong in influencing others.
• Adaptive to change and flexible in an evolving fast-paced international environment.
• Ability to highly multi-task under pressure and manage time constraints independently.
• Excellent written and verbal communication skills both in Thai and English.
• Team player, fast learner, assertive and proactive.