Senior Specialist / Brand Manager & Customer Experience
- Code number:
L000017992 - Entry level:
Professionals - Location:
Remote - Organization:
Lenatus (LLC)
Tasks
▪Support strategy implementation of key initiatives to enhance the end-to-end digital and physical customer journey, from brand discovery to post-purchase, ensuring it reflects the Lenatus commitment to excellence, maximizing customer excitement at each individual touchpoint.
▪Manage and drive regional market performance of Customer Experience KPIs to ensure continuous improvement and focus.
▪Support and accelerate regional markets adoption of transformation initiatives, including customer journey onboarding, service standards training, and best practices.
▪Develop omni-channel programs to retain/upgrade existing customers and attract new strategic customer groups.
▪Review customer insights and develop analysis to identify new opportunities for organisation-wide improvement.
▪Coordinate effective and efficient customer service standards, processes and communications, across regional markets to ensure customer concerns are addressed and resolved in a timely and appropriately manner.
▪Develop and drive customer experience related special projects and other cross-functional projects, as required.
Qualifications
▪Bachelor’s or Master’s degree in business administration, management studies or other relevant degree
▪Ideally 5+ years relevant working experience in digital products, premium hospitality or related business area
▪Very well-established project management and data analytical skills, and aptitude for technology and systems
▪Highly motivated team player with excellent communication and interpersonal skills
▪Fluency in written and spoken English as minimum; additionally Thai language skills advantageous
▪Willingness to work remotely with regular onsite meetings required in Bangkok, Thailand. Occasional business travel within the Asia Pacific region plus Europe will also be included in the position