Job title: Voice of Customer Analytics
Job type: Permanent
Emp type: Full-time
Industry: Retail
Salary type: Annual
Salary: negotiable
Location: Hong Kong, Hong Kong SAR
Job published: 2025-09-17
Job ID: 99094
Contact name: Becky Tam
Phone number: +85239150285
Contact email: becky.tam@linksinternational.com

Job Description

Job Description

  • Collect customer behavior and data using various tools and sources, including in-store surveys, feedback from stores, and interactive customer sessions, ensuring the data is relevant and suitable for analysis.

  • Gather feedback and information from customers worldwide, including product reviews, survey responses, chatbot interactions, social media comments, and inquiries to customer service.

  • Organize and analyze this data promptly to inform decisions related to products, stores, marketing, and services. We're seeking leaders who can drive business process transformations based on customer insights.

  • Focus on product development, store enhancements, marketing strategies, and service improvements derived from customer reviews and emerging trends.

  • Utilize technology to collect and analyze data from product reviews, customer feedback, surveys, and social media. Conduct user tests and offline discussions for further insights.

  • Accelerate decision-making across relevant departments through quantitative and qualitative analysis, ensuring that products align with customer demand.

  • Capture customer data through innovative services such as chatbots, Interactive Voice Response (IVR), and size measurement tools. These advanced services enable us to gather extensive data from global customers that was previously inaccessible.

  • Identify insights to drive service improvements and create new demand through thorough analysis.

Requirements

  • Ability to comprehend consumer and business needs and translate them into actionable steps.

  • Confidently communicate and collaborate with key stakeholders in branding and commercial teams.

  • Self-motivated with strong communication and interpersonal skills.

  • Enhance data collection from stores and consumers by initiating campaigns.

  • Possess professional survey design skills to create effective surveys that yield valuable business data.

  • Proven analytical skills with a passion for applying them to complex situations.

  • Familiarity with Hong Kong consumer behavior and the digital landscape is an advantage.

  • Capable of driving change by influencing, inspiring, and collaborating with others.

  • Experience in retail or FMCG is a plus.