Assistant Manager, Voice of Customer

Job Description

Assistant Manager (Customer Experience Data Analysis)

Job Overview:

Our client is a world-famous and leading fast-fashion retail brand. Join their dynamic team as an Assistant Manager in Customer Data Analysis, where your insights will drive organization's customer-focused strategies! We are on the lookout for innovative leaders who can transform customer feedback into actionable business improvements across our merchandise, stores, marketing, and services.

Key Responsibilities:

• Customer Insights Collection: Gather diverse customer feedback globally through product reviews, surveys, chatbot interactions, social media, and inquiries to our customer centre.
• Data Organization & Analysis: Analyse and organize data efficiently to inform decision-making in product development, marketing strategies, and service enhancements.
• Trend Analysis: Utilize customer reviews and emerging trends to enhance our offerings and improve customer experiences across all channels.
• Tech-Driven Solutions: Leverage advanced technologies to collect and analyze customer data, including reviews, surveys, and social media insights, while conducting user tests and offline discussions.
• Accelerated Decision-Making: Collaborate with relevant departments to expedite decisions using both quantitative and qualitative analyses, ensuring we meet customer demands swiftly.
• Innovative Data Collection: Implement advanced services like chatbots and Interactive Voice Response systems to gather unprecedented amounts of customer data from around the globe.
• Customer Behaviour Exploration: Use various tools and sources, including in-store surveys and interactive sessions, to capture meaningful insights that drive analysis and strategy.
• Insight Discovery: Uncover actionable insights that lead to service improvements and new demand creation through thorough analysis.

Qualifications:

• Higher diploma or degree holder in hospitality, marketing or business-related subject
• At least 3-5 years of experience in customer service roles or fashion/retail industry. Less experience will be considered as Senior Officer
• Experience in retail / FMCG related a plus
• Passionate in fashion / retail industry
• Able to understand consumer and business needs and translate into actions
• Able to confidently communicate and collaborate with key stakeholders in brand and commercial team
• Excellent in Microsoft Excel, able to enhance data collection from both stores and consumers by launching campaigns
• Having professional survey designing skills to create effective survey to acquire data meaningful to business
• Excellent, proven record of analytical skills and passion to apply them to complex situation
• Understanding the local consumer behaviour and digital landscape is a plus
• Able to drive changes by influencing, inspiring, teaching, and collaborating
• Good command of English and Chinese