Responsibilities :

• To develop annual plan including operation & new project/assignment including budget for Team operation
• To analyse and raise Voice of Consumer / Suggestion / Feedback via phone call & social media through the social listening tools for Business Units actions through BRQ meeting , monthly VOC report for management meeting
•  To present VOC trends / potential issues & propose action in the Bi-monthly 'Issue Round Table' meeting
•  To train / build JBP (Joint Business Partner) with Contact Center Agency both online & offline operations
•  To share best practice & train CLM Consumer Care team including audit compliance of WHO code , Milk Code , Local legislation/code , Consumer data privacy policy including social media handling
•  To manage the monitoring trend report through the social listening tool & share the consumer talks in social media platform that covered the Brand/Products , Competitors and General Trend to the functions related for their commercial decision making & actions
•  To develop team capability & lead Phone call & Social media response / monitoring agents in Thailand & CLM
• To reinforce Consumer Engagement Services standard practice of Thailand & CLM

Qualifications:

•  Bachelor's degree in Marketing or Business Administration , Master Degree is a plus
• More than 5 years’ experience in communication , marketing service in service industry
•  Experience in Call center service , Customer/ Consumer services
•  People development, leadership, interpersonal and communication skills (experiences in leading team)
•  Good in MS Office programmes
•  Having decision-making skills, consumer behavior
•  Good in English proficiency