Senior Manager / Manager, Business Analytics & Planning (Customer Experience)

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
 

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
 

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

What you’ll do

• Collaborate with Customer Experience stakeholders to analyze business and team performance, derive business insights and identify opportunities to improve customer experience and uplift operational efficiency.

• Develop and implement processes and metrics to measure customer satisfaction and track CX operation performance.

• Design comprehensive and user-friendly dashboards for different business users. 

• Cultivate a data-driven culture by designing analysis frameworks, provide training and education, and establish best practices in data-driven decision making.

• Strategize with the R&D team and Analytics team on data collection to inform business decisions, such as operations optimization and support strategies. 

• Identify pain points and opportunities for the end to end customer journey and work with relevant stakeholders in the company to make improvements. 

• Lead a team of analysts and mentor them to enhance their analytical capabilities and drive data-driven innovation in business.

What you’ll need:

• Bachelor's Degree in quantitative analysis, statistics, business administration or related disciplines.

• Minimum 5 years of strategy consulting, business intelligence/analytics, category/brand management, product management, sales operations/operations, or market/user research. Exposure to Customer Experience function is a plus.

• Robust analytical abilities, capable of offering valuable insights and directing stakeholders on the correct methods for evaluating data, rather than solely producing reports and constructing dashboards.

• Experience in cross functional stakeholder management with effective priority management. 

• Experience in programming or analytic tools such as SQL,VBA. Familiar with data visualization tools such as Tableau or Google Analytics. 

• Comfortable navigating ambiguous situations and taking initiative.

• Track record of successfully driving cross departmental projects is preferred.

• Ability to thrive in a fast-paced environment.

• Proficient in spoken and written English and Mandarin.

• Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.