Customer Experience Lead

3 days ago

กรงเทพมหานคร, Thailand Klook Full time

**About Klook**

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - **P**ush boundaries, **A**sk for and give feedback, **T**ake ownership, and **H**elp each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

**What you’ll do?**
- Own the customer experience journey and cx strategy within South Korea.
- Work with and across Thailand Business Teams (BD, Marketing, Localization, Operations, etc.) team to ensure market outcomes are aligned with customer experience and issues impacting CX are actively addressed and resolved.
- Actively monitor and benchmark CX market practices across industries in Thailand to implement Klook’s CX standards reflecting customer needs, market needs and internal priorities.
- Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its TH business.
- Engage and be close to customers in encapsulating ‘VOC’ (voice of customers) into operational strategies, to ensure we deliver the best in class customer experience and drive a customer focused outcome.
- Advise and work with local, vertical and central leadership teams in addressing gaps / disconnect within the customer journey in ensuring that action plans are crafted and implemented towards ‘closing the loop’ and uplifting customer experience.
- Collaborate with the local TH team in addressing market specific issues that impact customer experience and deploy immediate tactical plans to close the loop, whilst ensuring mitigation plans are implemented to avoid recurrence.
- Be the ‘customer advocate’ for TH customers within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements.
- Solicit buy-in and work towards delivery and implementation of TH CEG projects and initiatives that are aligned with voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed.

**What you’ll need?**
- 5 or more years working experience in industries like travel, ecommerce or tech startups, with deep understanding in consumers’ behavior and sentiments.
- Is and have resided in TH for at least 10+ years and is well versed with TH market.
- Strong change management and influencing / negotiation skills with the ability to perform market research to gauge consumer sentiments.
- Strong data sense with analytical skill sets. Excel proficiency highly preferred
- Eager to work in multi-tasked and fast-paced environments.
- A start up mindset - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that's not afraid to work independently when required.
- Be able to challenge existing processes and be bold to make changes with a data driven approach.
- Bachelor's degree or Diploma backed by relevant working experience.
- Fluent in spoken and written Thai, with strong proficiency in English.

**What you’ll get?**
- The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future.
- An environment that values honesty, transparency and respect with awesome co-workers globally.
- Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs._
- Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes._
- An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement

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