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.