Work location: Asoke, BKK
Job Scope
This position is responsible to design and manage customer experiences throughout all customer touchpoint/journey and develop special events/activities to create vitality of venue. The experience management manager need to work with relate parties both of internal and external to ensure the seamless and standardize of products/services to offer exceptional experience for our clients.
Roles and Responsibilities:
Empathize and understand customers journey to identify high impact program/offering to make differentiate and competitiveness of business.
Integrate existing products & services to ensure seamless offering. (cross program)
Design seamless customer journey throughout customer touchpoints.
Lead and collaborate with related parties both internal & external to develop & execute customer initiatives program
Work collaborates with related function to develop and set up standard operation service & procedure.
Oversee and manage day to day operation task to ensure standardize of services. (booking, reception, check-in/out, delivery etc.)
Work with internal and external parties to perform operation system & platform.
Plan & execute events/activities in order to create/enhance vitality of venue and maximizing customer value, retention and satisfaction.
Collaborate with partnership to activate activities in order to build pulse of space and engage targets customer.
Work with corporate team to develop marketing & sales strategy and execution plan. (brand strategy, communication, PR)
Represent business to collaborate with external party to manage online marketing and communication platform.
Collect and provide in-depth information such as sentiment, feedback, needs, demographics, psychographics, behaviors to the team and supporting product & service design.