Customer Strategy and Customer Experience Management

Key Responsibilities

• Plan and oversee customer communications to ensure alignment with campaign objectives.
• 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.
• Monitor communication performance (engagement outcomes) and apply insights to improve effectiveness and increase customer reach in future campaigns.

Campaign Planning & Execution

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

Internal Department Management

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

Customer Experience Support & Insight Development

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