Job Purpose:
The Vice President Customer Engagement is responsible for developing and executing customer engagement strategies that enhance the overall customer experience across all touchpoints, particularly within King Power Lounge, Airport Concierge, Member Service and Contact Center operations. This role plays a key part in driving customer satisfaction, loyalty, and retention, while aligning service excellence with King Power's brand values and premium positioning as a world-class travel retail brand.
Key Responsibilities:
1. Strategic Leadership
- Develop and implement a comprehensive customer engagement and service strategy to elevate the customer experience across all King Power service touchpoints.
- Align engagement initiatives with the company's brand vision and business objectives to drive loyalty and repeat business.
- Lead transformation initiatives to enhance the end-to-end customer journey through personalized experiences and service innovation.
2. Customer Experience & Service Excellence
- Oversee the operations of King Power Lounge, Airport Concierge, Member Service, Contact Center to ensure premium service standards that reflect King Power's hospitality values.
- Monitor customer satisfaction levels through data analytics, surveys, and feedback channels; identify insights to drive continuous improvement.
- Establish and enforce consistent service standards and performance KPIs for all customer-facing teams.
3. Cross-functional Collaboration
- Collaborate closely with Marketing, CRM, Retail Operations, and Digital Experience teams to integrate customer engagement programs and loyalty initiatives.
- Partner with HR and Learning & Development to design service training programs that strengthen service mindset and brand experience.
- Work with Data Analytics teams to use customer insights and behavioral data to design targeted engagement strategies.
4. Leadership & People Development
- Lead, mentor, and inspire a high-performing customer service and engagement team to deliver world-class service experiences.
- Drive a culture of hospitality, accountability, and continuous learning across customer touchpoints.
- Identify and nurture talent within the team to ensure long-term organizational capability.
5. Financial & Operational Management
- Develop and manage the annual budget for customer engagement initiatives and service operations.
- Optimize resource allocation to ensure cost efficiency while maintaining service excellence.
- Evaluate ROI of customer experience programs and initiatives to ensure measurable business impact.
Qualifications:
- Bachelor's or Master's degree in Business Administration, Marketing, Hospitality Management, or a related field.
- 15+ years of experience in customer service, customer experience, or hospitality management, with at least 10 years in a senior leadership role.
- Proven experience in managing premium or luxury service operations (e.g., hospitality, airline, or retail industry).
- Strong strategic thinking, analytical, and customer-centric mindset.
- Excellent leadership and communication skills with the ability to inspire and manage cross-functional teams.
- Experience in leveraging customer data and CRM systems to enhance engagement strategies.
- Fluent in English and Thai
