รายละเอียดงาน
:
To collect of processes that company use to track, oversee and optimize all customer interactions. Must make use of three disciplines to improve customer experiences: Customer Loyalty Management, Customer Relationship Management and Customer Value Management.
CLM - To foster customer loyalty through high-quality interactions at each step for improving the experiences customers have with company, with the goal of increasing customer satisfaction.
CRM - To manage the customer "life cycle," which includes all the steps customers go through when interacting with companys product and services.
CVM To manage each customer relationship to achieve maximum lifetime profit from the entire customer base.
To assess how a companys sales, marketing and service departments work together to deliver seamless customer service. To gather customer feedback, analyse it and then design specific practices company can put into place so that their customers benefit while profits also improve
To increase customer engagement in all channel both digitalise and non-digitalise; Sales conversion such as upselling, cross selling, and completing new sales, Customers satisfaction, Customer Retention
To ensure the strong understanding of Customer behaviour and Customer Journey through Customer Experience Management; Data Analytic by identifying appropriate business tools, strategy and operational action
To ensure all relevant training and developing being developed for all team members
To coordinate with IT in developing technology to support business operation as well as being Project manager in driving projects for success
คุณสมบัติผู้สมัคร :
Min 8 years of experiences in managing marketing, customer service and analysis of customer data or at least 2 years of direct experiences in Customer Experience Management, preferably in Banking, Financial Services, Retail and Ecommerce industry Have a proven record of success of CEM in the past Strong background in Business analytic tool, Database management and other machine learning. Knowledge of IT / MIS would be advantage. Able to formulate CEM strategy and budgeting for driving company to success Strong analytical and strategic planning skills Experienced leader to offer training and development and motivation to team Fluent in English and Thai communication
