Customer Experience Manager FOREO

Key Responsibilities

1. Customer Claims Management

Own the customer claims process related to product issues quality concerns and service experiences.

Receive and analyze products during claims and determine eligibility for product replacements based on company guidelines and warranty policies.

Investigate root causes gather necessary information and coordinate with the relevant departments (logistics warehouse product marketing etc.).

Maintain clear documentation prepare claim summaries and identify recurring issues for process improvement.

2. AI Chatbot & Reporting

Manage and run the regional AI chatbot for Thailand (training response quality escalation rules knowledge base updates and day-to-day operations).

Monitor conversation volume resolution rates containment rates CSAT and escalation trends.

Produce regular performance reports and actionable recommendations for continuous improvement of the bot and human handoff process.

Collaborate with the service provider on chatbot enhancements new use cases and their deployment while retaining full operational control in Thailand.

3. Quality Control (QC)

Conduct regular quality checks on customer interactions (chat email claims

handling chatbot escalations).

Audit processes for accuracy tone compliance and consistency with brand

guidelines.

Identify training needs and process gaps; implement corrective actions and

coaching.

Track QC scores and report trends to management.

4. CRM Segmentation Performance Analysis & Event Planning

Segment customers in the CRM (top spenders highest product frequency loyalty

tiers at-risk customers etc.).

Analyze purchase behavior lifetime value repurchase rates and campaign

performance.

Design and execute targeted initiatives and events for high-value segments (top

spenders / most products purchased) including exclusive experiences product

previews and loyalty activations.

Provide clear insights and recommendations to marketing and sales teams.

5. Coordination with Marketing & Sales for Customer-Related Activations

Coordinate with marketing and sales teams on customer-related activations (e.g.

loyalty events top-spender experiences customer appreciation events or

CX-focused activations).

Support seamless customer experience for these specific activations (invitations

registration on-site support where relevant and post-event follow-up).

7. Translation & Adaptation of Marketing Materials and Product Labels (Global Thai)

Translate and culturally adapt presentations claims labels and brochures from

English into Thai in close collaboration with the marketing team.

Requirements

Proven experience in customer experience customer service operations or CRM

roles (beauty wellness consumer electronics or FMCG preferred).

Strong analytical skills and hands-on experience with CRM platforms and customer

data segmentation.

Experience managing or optimizing AI chatbots / automated support tools is a

strong plus.

Excellent written and spoken Thai and English (native Thai required).

Detail-oriented with strong process discipline and quality-control mindset.

Ability to work cross-functionally with marketing sales supply chain and regulatory

teams.

Comfortable handling claims escalations and operational coordination under time

pressure.

Experience with translation/adaptation of marketing or regulatory content is highly

desirable.

Preferred

Background in beauty-tech skincare devices or longevity/wellness brands.

Familiarity with Thai regulatory requirements for cosmetics or medical devices.

Experience supporting both B2C and B2B customers.

Project management experience.