Key Responsibilities:

• Drive operational plans to implement transformative and luxurious customer experience strategies, in line with standards.
• Work closely with engagement teams (Group 1 and 2, including loyalty programs, marketing, and tenant relations) to ensure smooth implementation and a consistent customer journey.
• Collaborate with BU leaders (e.g., mall management, marketing department, tenant operations team) to align goals and ensure a holistic customer experience across the Siampiwat ecosystem.
• Monitor and adjust initiatives to meet relevant KPIs, such as customer satisfaction (CSAT) rates, customer loyalty, and conversion rates within Siampiwat properties.
• Lead issue resolution and process improvement to optimize the customer journey and ensure world-class service.

Qualifications:

• Master’s or Bachelor’s degree in Business Administration, Marketing, Customer Experience Management, Data Analytics, Economics, or other related fields.
• 5-8 years of experience in project management or CX execution, preferably within the luxury retail, hospitality, or premium service industries.
• Strong experience in customer segmentation, journey mapping, loyalty strategy design, and commercial insights development.
• Hands-on experience with project management, PM processes, and strategic planning to drive departmental and organizational objectives to successful completion.