Customer Experience Manager

About the job Customer Experience Manager

Responsibilities

• Responsible for conducting in-depth Customer Experience analysis and coming up with data driven strategies to propel foodpanda Malaysias growth.
• Understand NPS scoring structure and be able to improve overall Pandamart NPS scoring.
• Able to communicate the Customer insights to respective store managers and help the store managers to improve their service quality.
• Prepare reports on findings while illustrating data with graphs and translating complex results into written texts that are clear and understandable.
• Provide insights on performance against targets.
• Track and forecast trends in both incident rates and be able to identify growth areas and propose strategies to tap into these growth opportunities.
• Gather information on competitors and conduct analysis on their services and methods of distribution to provide management with insi...