Customer Strategy and Customer Experience Management

Key Responsibilities

End-to-End Customer Communication Management

1. Plan and oversee customer communications to ensure alignment with campaign objectives.
2. Develop communication content for online channels such as Facebook, LINE, and TikTok, tailored to the monthly context, product unique selling points, and corporate brand image.
3. Monitor communication performance (engagement outcomes) and apply insights to improve effectiveness and increase customer reach in future campaigns.

Campaign Planning & Execution

1. Design and prepare Campaign Memos for approval, including clear and easy-to-understand reward qualification criteria.
2. Manage the dissemination of campaign information—such as competition rules, leads, and eligible customer lists—to the sales team.
3. Compile and publish final eligible customer lists through online channels such as SE Life's Facebook page.

Internal Department Management

1. Define and communicate campaign communication requirements to relevant departments, such as Sales Channels, CVM, Finance, and Product teams.
2. Manage timelines for each activity to meet objectives, while providing progress updates and highlighting key issues requiring resolution.

Customer Experience Support & Insight Development

1. Analyze customer complaints, feedback, and actual usage data to refine campaigns for greater relevance and impact.
2. Take a proactive role in proposing new approaches to enhance perceived value for customers.