Senior Officer/Assistant Manager, Data Analytics (Voice of Customer)

Job Description

・Collect voices and information from our customers all over the world.

(i.e. Product Reviews, Surveys responses to stores and customer center, Chatbot, Social Media Platform, Enquiries to Customer Center)

・The data is organized and analyzed in a timely manner to reflect in merchandise, stores, marketing and services. We are looking for leaders who can transform business processes from the voice of customer.

・Products development, stores, marketing, service improvement based on analysis of customer's reviews and the trend

・By using technologies, we collect and analyze review data of items, customers' voices, survey data and data on social networks. Also we research from user tests and offline discussions and analyze.

・We speed up the decision process with the relevant departments by using quantitative and qualitative analysis and commercializing items from customer's demand.

・Collect customer's data by advanced services, i.e. chatbot, Interactive Voice Response and size measurement service. By using these convenient new services, we collect a large quantity of the data from all over the world that we had never collected in the past.

・Collect customers’ data and behavior by using different tools and data source, such as in-store survey, voice of stores, interactive sessions with customers or stores, to ensure the data acquired is most suitable and appropriate for analysis.

・Discover insights to lead additional service improvement and demand creation through the analysis.

Requirement

・Able to understand consumer and business needs and translate into actions

・Able to confidently communicate and collaborate with key stakeholders in brand and commercial team

・Able to enhance data collection from both stores and consumers by launching campaigns

・Having professional survey designing skills to create effective survey to acquire data meaningful to business

・Excellent, proven record of analytical skills and passion to apply them to complex situation

・Understanding the Hong Kong consumer behavior and digital landscape is a plus

・Able to drive changes by influencing, inspiring, teaching, and collaborating

・Experience in retail/FMCG related a plus

・Self-motivated, good communications and interpersonal skills

Skills needed

・Have ownership, work on tasks with rapidity and greediness.

・Being customer- and market-oriented

・Strive to intuitively grasp the inner nature of things and enjoy the changing

・Have passion for clothing and fashion

・Good command of English