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.
