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    CXM Specialist

    Hybrid
    , Thailand
    Posted: July 27, 2024
    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

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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