Siam Makro - Senior Manager - Customer Development & Customer Insight

Role: To lead and develop the customer development & insight team. Lead the customer acquisition, loyalty program and insight function that will help business to understand customers & trade better and use insight to provide business direction & development of customer and to live our values.

Responsibilities:

- To forecast & create model for forecasting the potential of new site based on the inputs from agency

- To lead and develop the Loyalty program to provide a loyalty scheme that manages and grows customer loyalty, drives trade and increases breadth and depth of customer spend

- Our loyalty card is seen as one of the reasons why our customers continue to shop with us

- The Loyalty scheme is simple for Stores to implement, and the end-to-end loyalty operations process runs smoothly so we capture full and accurate data

- To continually improve the loyalty card scheme based upon our customer feedback to ensure it is competitive in the market place

- To continually improve the customer feedback mechanism and ensure every feedback has root cause analysis performed which should help make customer shopping trip better and trust our brand

- To acquire the customer before store opening and store that are underperforming or in a high growth pattern.

- To champion the voice of the customer and anticipate their needs- To challenge our agencies to provide a great service to our customers and CPWI, To seen as having a passion for understanding customers and getting the customer voice heard in the governance groups

- The Leadership team take decisions based on the insight programme and research provided, To forecast and manage the Loyalty/Customer feedback cost and revenue budget

- Insight helps the business to understand customers and improve the shopping trip, To guide and measure the business to identify the key issues and opportunities we should be addressing, To review our performance vs customer shopping trip (and our customers)- To identify key factors behind price & promotion performance, To improve the capability of team by coaching and training them to deliver

- To provide excellent forecast data that helps us identify any potential trade gaps, To provide forecast detail that identifies how the plans can make us better than last year, The forecast plans that are developed give direction and develop future plans which are right for the customer