LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.
We are looking for an experienced POS Retention Team Leader to lead the retention team. Working in a fast-paced environment, you will bring your expertise and skills to tackle the challenges that impact millions of people on our journey to become the No.1 food platform in Thailand.
What you’ll Do:
- Leading overall retention team both passive and proactive, to help customers happily continue using POS SaaS by building effective customer engagement and providing the most suitable solution for customers with the best experience then maximize the stickiness and minimize churn rate.
- Managing and improve E2E customer experience in each touch point in overall customer life time
- Establish customer engagement activities to improve customer stickiness and retention
- Design and improve E2E SOP/Process for retention related workstream including customer engagement, periodically health check, organic cancellation, bad-debt cancellation and collection, voices and feedback from customer to maintaining an operational excellences through nationwide POS users
- Analyze and leverage the data and create an effective weekly and monthly report that is able to identify key success or fail factors with result driven. provide the data-driven solution or option
- Supervise and coach individual team members to improve performance, provide the solution and support.
- Planning for team capacity and scheduling. Maximize team productivity
- Collaborate with Sales, Marketing, CS, Incubation and Supply-chain team to develop long-term solution building up POS Customer best experience and operational performances
- Collaborate with the product team to develop customer experience and operation performance improvement features