Customer Experience Manager

1 week ago

Malacca, Melaka, Malaysia 5G-Starlink Pte. Full time 80,000 - 120,000 per year


Responsibilities

Responsible for conducting in-depth Customer Experience analysis and coming up with data driven strategies to propel foodpanda Malaysias growth. Understand NPS scoring structure and be able to improve overall Pandamart NPS scoring.Able to communicate the Customer insights to respective store managers and help the store managers to improve their service quality.Perform data quality checks. Prepare reports on findings while illustrating data with graphs and translating complex results into written texts that are clear and understandable. Provide insights on performance against targets. Track and forecast trends in both incident rates and be able to identify growth areas and propose strategies to tap into these growth opportunities. Gather information on competitors and conduct analysis on their services and methods of distribution to provide management with insights on the competition. Collect and analyze data regarding customer preferences, demographics, buying habits and needs to better identify market potential and factors that influence product demand. Manage and run any initiatives from the regional team.

Day to day activities

Analyze NPS Conduct random checks on customer verbatims Monitor and analyze incidents of Pandamart Plan projects and initiatives to ensure customers experience & satisfaction are managed Actively communicate with related department to discuss findings Monitor and analyze reorder rateMaintain a CX Tracker to keep track of projects and initiatives Conduct weekly, biweekly, monthly & quarterly meetings to present CX Insights Communicate CX Insights to CX regional team

Requirements

At least 4 to 5 Years of experience in either E-Commerce, Customer Experience, CRM or Customer InsightsExperience working with SQL Databases and/or Tableau is required.Advanced user of Excel and PowerPoint for reporting and data visualization. Hands on and get things done attitude: be ready to manage constantly developing requirements.Strong communication skills.Able to commit to deliverables based on agreed deadlines. Comfortable working in multicultural, fast-paced environments. Excellent organizational skills and attention to details. Highly analytical and able to make data-driven decisions. Problem Solver. Independent and experienced troubleshooter that is able to identify and propose solutions to issues/problems that arise. Highly proficient in both spoken and written English. Position is open for all nationalities to apply

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