Tenant Service Expert

Scope of work

1. Customer Experience Strategy & Planning

• Develop and implement customer and tenant experience strategies aligned with the company’s brand and property positioning.

• Conduct experience journey mapping for key touchpoints within retail and lifestyle properties.

• Propose improvement initiatives to enhance customer engagement, satisfaction, and loyalty.

2. Service Standard Development

• Design and review service standards, guidelines, and SOPs for frontline and operational teams.

• Benchmark service standards with leading retail and lifestyle destinations (both local and international).

• Coordinate with relevant departments (Operations, Leasing, Marketing, Property Management) to ensure consistent service delivery.

3. Experience Measurement & Continuous Improvement

• Develop customer satisfaction and experience measurement tools (e.g. CES, CSAT, NPS).

• Analyze customer insights, feedback, and complaints to identify improvement opportunities.

• Prepare reports and dashboards to track performance and present findings to management.

4. Support Strategic & Commercial Initiatives

• Assist in planning and executing experience-driven campaigns, events, and collaborations.

• Support Head of Commercial Retail Property in property audits, brand alignment, and new project planning.

• Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT / NPS) improvement year-on-year

• Implementation rate of new service standards and SOPs

• Completion of experience enhancement initiatives within timeline and budget

• Cross-department collaboration and stakeholder satisfaction

• Dental insurance
• Life insurance
• Medical insurance
• car park
• กองทุนสำรองเลี้ยงชีพ
• การฝึกอบรมและพัฒนาพนักงาน
• ประกันชีวิต
• ประกันสังคม
• ประกันสุขภาพ
• ประกันอุบัติเหตุ
• สิทธิการเบิกค่าทันตกรรม
• โบนัสตามผลงาน/ผลประกอบการ
• โบนัสประจำปี