Assistant Manager, Customer Experience
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Assistant Manager, Customer Experience

Shangri-La International Hotel Management Limited

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Assistant Manager, Customer Experience

About the job

Shangri-La International Hotel Management Ltd.

 

Shangri-La Group

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.

 

As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to elite leadership development, you can be sure that potential is identified and nurtured throughout your career.

 

We are currently looking for an Analyst, Customer Experience to join the HQ team to analyze data and identify opportunities to improve the customer experience, and ultimately help the team drive continuous improvement and achieve business objectives.

 

As the Analyst - Customer Experience, we will rely on you to:

  • Responsible for collecting and consolidating data from internal and external sources, routine reporting and analysis
  • Build business insight dashboards (e.g. Tableau, Power BI) to analyze data, and report ways of improving customer experience
  • Support understanding of customers’ needs and behaviors through executing the design and implementation of the integrated guest feedback system
  • Support development of customer journey maps and anticipate customers’ interactions with our products and services
  • Manage and update the Customer Experience resource library for corporate and property users
  • Support co-design of branded guest experiences with Brands team
  • Provide property training and support on Customer Experience systems to foster customer loyalty

 

We are looking for Someone who has:

  • A university/college graduate in econometrics modelling, statistics or similar major
  • 2-4 years'' work experience in analyzing data
  • Good knowledge in data analysis involving statistics, economics/econometrics, data science, and mathematics
  • Strong statistical, analytical, and research skills, with good business sensibilities
  • Experience in maintaining brand standards, technical writing, and/or managing knowledge libraries
  • Proficiency in Microsoft programs (Microsoft Power Bi, Excel, Word, PowerPoint, and Access) and Tableau
  • Knowledge in TQM, Lean and/or Six Sigma would be an advantage
  • Strong communication skills, proficiency in Mandarin would be an advantage
  • Experience in hotel operations would be an advantage
  • Ability to work independently as well as in a team
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Assistant Manager, Customer Experience

Hong Kong

Full-time, Indefinite

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