Customer Experience Manager
Location: [Bangkok, Thailand] / Onsite
Type: [Contract / Full-Time]
Department: Customer Experience & Sales
Reporting to: CEO
About Us:
Welcome to Spotlite, a service that streamlines the process of casting by consolidating the previously fragmented casting market into a single platform.
We’re shaping the new way of how casting is done with leading technology and decades of industry experience.
Founded in 2023, Spotlite has quickly established itself as a reliable platform in the industry. In less than a year, we've successfully managed over 220+ shoots with various brands including Samsung electronics, Sulwhasoo, Fila, Puma, etc.
As of 2024, we offer access to a substantial pool of more than thousand professional models from all around the world.
This makes Spotlite a go-to platform for a wide range of modeling options in not only in Korea, but also various regions in Asia.
Job Summary:
As a Customer Experience Manager at Spotlite, you will be at the heart of our mission to provide exceptional service and support to our customers.
You will lead initiatives to enhance customer satisfaction, foster loyalty, and drive sustainable growth through outstanding customer experiences.
Key Responsibilities:
- Communicate with clients who wants to book models via Spotlite, support them till the shooting date.
- Develop and implement strategies to improve overall customer satisfaction and loyalty.
- Manage and enhance the customer experience framework to ensure timely and effective resolution of issues and queries.
- Analyze customer feedback and collaborate with cross-functional teams to drive improvements in product and service offerings.
- Monitor customer experience metrics and KPIs, reporting on insights and trends to senior management.
- Partner with the marketing and product teams to create cohesive customer journeys and experiences.
- Stay abreast of industry trends and best practices in customer experience and support.
Requirements:
- Fluent in both English and Thai. Written and verbal communication skill is mandatory.
- Extensive knowledge of modeling, casting, production industry in Thailand.
- Proven experience in a casting industry OR customer experience/ service role.
- Excellent communication and interpersonal skills, with a knack for problem-solving and conflict resolution.
- Strong analytical abilities, with experience in utilizing customer feedback and data to drive decisions.
- A passion for customer service and a commitment to delivering exceptional customer experiences.
Why Join Us?
- Innovative Culture: Be part of a creative and forward-thinking team with diverse background
- Growth Opportunities: Enjoy numerous professional development and growth opportunities in a rapidly growing company.
- Impactful Work: Make a real difference in the lives of our customers and contribute directly to our company’s success.
How to Apply:
Please submit your resume to hannah@teamspotlite.com. We look forward to learning about your passion for customer service and how you can contribute to our team. (Resume must be in English)
Hiring Process
Resume review → 1st round interview → 2nd round interview → Final offer