Customer Experience Manager

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.