Senior Officer (VOC)

Job Description

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.
• Passionate in fashion trend and eager to devote new ideas and improvements for new products.
• 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

Interested candidates please share your CV to or call Gloria atfor further discussion.