CXM Specialist

Position Details

Key Roles and Responsibilities:


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.


Qualifications:


  • 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.



Skills
Business administration
Research
Service Design
Cognitive Science
MS Office

Functions
Research & Development

Job Overview

Job Type:

Hybrid


Company

Central Retail logo

Central Retail

151 active jobs

Industry:

Consumer Goods, Retail & E-Commerce

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