Division Manager - Customer Voice Management

Makro PRO Bangkok Metropolis, Thailand
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Lead and drive customer voice management strategy, including data collection, analysis, and insight generation, to deliver actionable recommendations that enhance customer experience, improve satisfaction metrics, and support sustainable business growth.

  1. Strategy & Governance • Develop and implement customer voice (VoC) strategy, frameworks, and governance across all customer touchpoints • Define customer metrics (e.g., NPS, CSAT, CES) and ensure alignment with business objectives

  2. Customer Data & Insights Management • Design and manage customer feedback programs (e.g., surveys, digital feedback tools) • Consolidate and integrate customer data from multiple channels into a centralized system • Analyze customer data to identify trends, root causes, and key experience drivers

  3. Insight Translation & Business Impact • Translate customer insights into actionable recommendations and improvement initiatives • Partner with cross-functional teams to drive implementation of customer experience improvements

  4. Reporting & Performance Monitoring • Develop and maintain dashboards and reports to monitor customer metrics and performance • Ensure timely and accurate reporting to support decision-making at management level

  5. Team Leadership & Capability Development • Lead, coach, and develop team capability in analytics, insight generation, and customer-centric practices • Foster a culture of continuous improvement and customer focus within the team

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