Lead the Customer Service team (CS Team) in Indonesia to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement.
Extracting and analysing data from our various data sources (including VOC survey research), drawing actionable insights to enable decision making
Applying a mix of qualitative and quantitative analysis techniques insights that help the business improve the CS Team operation and customer experience
Work closely with other stakeholders (paid marketing, partnerships, community, social media, CRM, product as well as various regional teams) to develop effective strategies for new customer acquisition and user engagement through marketing campaigns.
End-to-end planning, development, implementation and coordination of marketing ideas.
Negotiate local media buying deals to complement with regional online marketing effort.