CX Researcher, Digital Venture

Makro PRO is an exciting new digital venture by the iconic Makro. Our proud purpose is to build a technology platform that will help make business possible for restaurant owners, hotels, and independent retailers, and open the door for sellers. Makro PRO brings together the best talent across multi-nationals to transform the B2B marketplace ecosystem. We welcome bold, energetic, and thoughtful people who share our belief in collaboration, diversity, excellence, and putting customers at the heart of our work.

Take your career to new heights in the future of B2B e-commerce. Join our team and help us build Southeast Asia's next unicorn.

The Voice of the Customer manager is a key pillar of our strategy: we want to develop a product that our customers love. To do so, we need to listen, to ask and to understand what our customers are telling us … or not The VOC manager will is comfortable interacting with customers as much as with data. She/He can propose interpretations and stories of our customer's experiences and back her claims with solid data (qualitative or quantitative)..

• Responsible for the customer research process in a full product's lifecycle
• Connecting and combining insights from both qualitative and quantitative data to understand a problem
• Identify and translate the surveys outcomes into the audience requirement
• Actively identify where feedback collecting could help improve the customer success team's understanding of customer experience
• Aside from surveys, use data to recognize key themes and trends for customer's needs using analytics skills
• Create and develop data and insights in a structured way in order to suggest improvement opportunities
• Utilize data driven insights as a material to encourage the organization to act on customer feedback.
• Partner with the team to create dashboards and reports that show transparency of the survey results

Requirements

• Bachelor's degree in Psychology, sociology, market research or any other related field.
• 1-3 years direct experience in Customer Experience, Customer Insights, or Market research
• Experience in running customer interviews, focus groups and on-field research.
• Excellent analysis skills and ability to work with complex data sets to develop reports and dashboards
• Experience in digital customer experience in a high growth, fast paced environment
• Excellent written and verbal communication skills
• Ability to remain calm under pressure, especially during peak hours or intense situations
• Detailed oriented and work with high accuracy
• Self-motivated, well-organized, flexible and result oriented
• Has an open mind towards new ways of doing things
• Interested in understanding how mind and behaviors influence each other in relation to purchasing decisions
• Aware of cognitive bias

Benefits

Health Insurance – At Makro PRO, we care about your health Group insurance from a top insurance company is included in your benefits—OPD, IPD, Emergency OPD

Provident Fund – Makro PRO cares about your long-term plan We offer 3% provident fund.

Year-end bonus – We include variable and performance bonus for our employees.

Gym Facilities – Our Head office has a fitness center, yoga room, and recreational space. Enjoy Bangkok scenery and work your body

Attractive Vacations days – Enjoy our attractive annual leave. Let's say the minimum is 18 days

No overtime – We work 5 days a week. We set our own goals and deadlines.

Free car parking space – No more stress or extra cost if you drive to work. We offer free parking space for our employees.

• Clear focus.
• Diverse Workplace (Our members are from around the world)
• Non-hierarchical and agile environment
• Growth opportunity and career path