Thailand jobs
Regional Manager – Customer Optimisation | Thailand
About the role
Asian Trails is searching for a motivated and detail-oriented Customer Optimisation Manager to join our eCommerce and Technology Team. The ideal candidate will assist in the development and execution of strategies aimed at optimising our API / eConnect customer relationships, improving processes and enhancing overall efficiency within the eCommerce channel on a company level. The candidate will report to our Group Managing Director for eCommerce.
Responsibilities
Customer Relationship Management
- Assist in cultivating and maintaining relationships with existing and new customers;
- Support all strategic components & teams contributing to the overall success of eCommerce;
- Conduct regular customer evaluations and performance reviews.
Technology
- Monitor searches, L2B, failure ratios, availability ratios, incomplete bookings, etc. per API customer / supplier;
- Gain access to the API customer / supplier dashboards, where available, and conduct product, pricing and technical analysis on the performance and potential drivers/drawbacks;
- Liaise and provide key intel / data to stakeholders from eCommerce and Souring / Product teams based on conducted analysis;
- Daily booking analysis, deviations, booking outlook, trends, QPS calibration etc. and share key movements, unusual booking behaviour etc. with the Group MD for eCommerce and CTO;
- Pro-active communication / information exchange with API customer / supplier key account counterparts to optimise feed and address potential product, technical or pricing issues;
- Assist B2B / Commercial Director in pre-go live mapping and post go-live mapping optimisation, share mapping shortcomings and regular promotions with API customers/suppliers to increase the sales/buying potential.
Process Improvement
- Analyse current processes and identify opportunities for optimisation;
- Develop and maintain key performance indicators (KPIs) to track process efficiency;
- Ensure compliance with contractual obligations and seek opportunities for cost saving and booking optimisation;
- Coordinate and ensure risk management processes are followed.
Data Analysis and Reporting
- Collect and analyse data related to customer performance, costs and quality;
- Prepare reports and presentations summarising key findings and recommendations for management review and relevant stakeholders;
- Conduct price benchmarking reports on a regular basis.
Collaboration and Communication
- Collaborate effectively with various departments such as Technology, Inbound, Operations, Finance, Marketing and any other department as required;
- Communicate with customers to address issues, resolve disputes and drive continuous improvement.
Other
- Other tasks as assigned by the Group Managing Director eCommerce.
Qualifications
- Bachelor’s degree in business administration, eCommerce in the travel technology space or related field is desired; Master’s degree is a plus;
- Proven experience in eCommerce and customer relationship management;
- Strong analytical skills with proficiency in data analysis and reporting tools;
- Excellent negotiation and communication abilities;
- Ability to work independently and collaboratively within a team.
How to apply
Submit your CV and cover letter via the link below. Please note that only shortlisted candidates will be contacted.
For more details or about the role or how to apply, contact our HR team at: recruit@asiantrails.org
