Manager, Customer

1 week ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:
Head, Journify

**Role Purpose**:
This role is critical in driving efficiency and exceptional customer experience by creating insights through data analytics (internal & external data) for organizational long-term sustainable growth and improvement. You will be take ownership of end-to-end analytical projects and provide analytical and valuable insights for decision-making support for key projects and management. Through this role, you will join a dynamic and highly-collaborative environment and work with a cross function team consisting of operations, product, strategy, marketing and business development.

**Key Accountability**:

- Manage a team of data analysts in delivering quality, accurate and timely periodic and ad-hoc management reports, dashboards, and analysis.
- Lead travel & e-Commerce analytics projects and strengthen the use of analytics across department, as well as guiding and coaching the team on analytic capability and technical skills.
- Carry out research and provide detailed analysis of key metrics of current and future market and technology trends in the travel & e-Commerce industry.
- Lead overall travel & e-Commerce customer segmentation project to optimize current marketing strategies and increase enterprise revenue for the Group.
- Work closely with business units, project owners and stakeholders to identify business problems and develop state-of-the-art analytical insights and solutions aligned with business objectives for growth opportunities, especially on how best to capitalise on data and customer insights to drive higher customer stickiness, increase cross-sell, create better customer experience, and improve our competitive advantages in the marketplace.
- Analyse large and complex sets of data/ information (internal & external) via predictive, optimization, simulations and propensity models for various business requirements.
- Generate reports / interactive dashboards, and present findings, recommendations and solutions to senior management in a logical, concise, and articulate manner for better decision making.
- Study customer personas & mobile app behaviour and suggest recommendation for better retargeting.
- Exercise sound judgment while analysing and interpreting data to ensure a high level of data integrity, accuracy, and timeliness in reporting.
- Ensure discipline in documentation of assumptions, observations, and findings.
- Lead new cross-functional customer analytics projects and new business opportunities as and when required.
- Support Head of Department in developing business rules and implementation strategy for Artificial Intelligence (AI) and Machine Learning (ML) to bring organizational customer analytics and data insights capabilities to the next level.

**Qualifications & Working Experience**:

- Degree in Data Science, Computer Science, Software Engineering, Applied Statistics, Data Analytics, Mathematics, or any related disciplines.
- Working experience of 4 to 7 years in Strategy, consulting, data analytics or management reporting role.

**Skills & Knowledge**:

- Prior experience in Airline / e-Commerce / Start-ups / Unicorns is preferred.
- Excellent written and communication skills, as well as interpersonal skills.
- Proficient in data mining programming language such as SQL, Python and R.
- Proven ability in developing predictive models, as well as handling natural language processing (NLP) and turning unstructured data into business insights.

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