Customer Experience Analyst

Mars Cinema Group

Job Descripiton:

·        Design new customer journeys in line with business and technical owners for upcoming initiatives

·        Analyze all CGV Cinema Club Loyalty related customer journeys, identify pain points and create necessary actions for improvement

·        Define customer care strategy and service standards and monitor them

·        Design inbound customer acquisition and sales conversion strategy and actions

·        Define and set customer experience measurement metrics for CGV Cinema Club Membership

·        Monitor related KPIs and create action plans

·        Create and monitor periodic customer experience reports

·        Understand, retrieve, aggregate and analyze data from different platforms using tools such as SQL, excel,

·        Prepare presentations, reports and documentation.Provide insights to marketing department on business actions that affect customer services

·        Build partnerships and new business models for channel utilization

·        Build new segmentations, create new customer data attributes and behavior models using predictive methodologies 

Qualifications:

·        Bachelor's degree in Industrial Engineering, Business Administration, or equivalent departments of universities, Master’s degree is a plus,

·        Minimum 3 years experience in CRM & Customer Loyalty Program development and execution,

·        Have data manipulation skills, SQL knowledge is required,

·        Excellent verbal, written and presentation skills in English,

·        Qualified using MS Office and working with advanced statistics report tools,

·        Strong interpersonal, team communication and coordination skills,

·        Exceptional creative thinking and problem solving skills,

·        Highly self-motivated, flexible and energetic,

·        Listens and understands customer needs.

·        Expertise in designing recipient interaction technologies such as SMS, Mobile app with a customer centric mindset