Customer Experience Manager

2 weeks ago

กรงเทพมหานคร, Thailand Centara Hotels & Resorts Full time

**Main Duties**:
**Essential Duties and Responsibilities**:

- Create, manage and maintain branding and communication strategies for loyalty programs. Overseeing direct communications with customers through our CRM tools and offline channels
- Develop yearly marketing calendar with the design, concepts, implementation, and measurement. Those need to be covered for Thai properties and/ or oversea properties.
- Engage all stakeholders related to the marketing program such as property, operations, and contact center.
- Creating and maintaining loyalty redemption categories including products in eCommerce platform such as iReward, CentaraDeals. This needs to do as end-to-end process which are searching for products, calculating product cost and selling price, posting into eCommerce platform, maintaining/ updating data, reporting sell, coordinating with finance, and acting as a 2nd support for contact center.
- Support on any loyalty initiative program.
- Work with IT and customer data to improve data and metrics tracking initiatives to get better insights into customers, segmenting customers for targeted marketing initiatives. Leverage analytics and experimentation capabilities to increase customer lifetime value across different customer segments.
- Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
- Lead the design, execution and delivery of different disciplined testing approaches and strict campaign measurement methodology, including design and management of control groups.
- Work with the digital marketing team, branding, business partners and other related teams to engage our users with relevant movie and product news, promotions, campaigns.
- Participate on any marketing campaign and events which Centara has participated such as Thai Travel event.

**Accountabilities and Performance Measures**:

- Loyalty KPIs customer life cycle in each brand e.g., customer engagement matrix, number of conversions, customer satisfactions, customer frequency visit, number of returning guest, number of redemptions.

**Organizational Alignment**:

- Reports to CRM and Customer Loyalty Director
- Works closely with IT, CRM & loyalty operations and data team, Marketing, Operations, Digital team.

**Job Knowledge / Skill Requirements**:

- Experience in customer’s engagement thru digital and offline channels
- Experience with tracking, reporting and monitoring KPI's.
- Strategic thinking, Critical thinking, expectational communication, and ability to collaborate and build relationships.
- A data driven profile who is also commercially minded, with strong analytical skills. Experience creating, using dashboards for metrics reporting.
- Strong experience of planning, executing and delivering Marketing Campaigns.
- High energy, ability to remain focused on goals, works independently.
- Administrative skills, along with excellent communication and attention to detail.
- Interpersonal skill and negotiation skill are needed.
- Good command of English language, both spoken and written

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