Digital Experience Supervisor, APAC Marketing

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Job Description:

Job Summary:

This role focuses on enhancing and optimizing the digital journey to elevate customer experience. Key responsibilities include analyzing customer feedback, conducting competitor research, and collaborating with stakeholders across APAC markets to address pain points through cross-functional initiatives.

Responsibilities:

• Analyze the customer’s digital journey using customer experience surveys such as rNPS, cNPS, and tNPS.

• Research, analyze, and monitor competitors’ digital experiences to identify areas for improvement and gather competitive intelligence.

• Assist stakeholders from various functions and APAC markets in understanding customer needs and requirements from a digital perspective, focusing on self-serve SMB customers.

• Collaborate with cross-functional teams to optimize the digital roadmap and align it with customer expectations.

• Balance internal resources and develop actionable strategies with cross-functional teams to address customer pain points and enhance the overall customer experience.

• Work with other Marketing functions to develop educational materials, user guides, and marketing collateral that promote customer self-service through digital solutions.

• Lead efforts to enhance the user experience for UPS applications and provide recommendations for improving the user experience on UPS.com.

• Co-host the Regional Customer First Committee to drive a Customer First mindset.

Requirements:

• A Bachelor’s degree in Marketing, Business Administration, or related disciplines.

• Minimum of 5 years’ experience in marketing or related industries.

• Preferred experience in regional and customer experience roles.

• Strong analytical skills with a customer-oriented mindset.

• Excellent team player with strong interpersonal and negotiation skills.

• Familiarity with survey platforms (e.g., Microsoft Forms, Qualtrics) is a plus.

• Proficient in MS Office and Power BI.

• Good command of both written and spoken Cantonese, English and Putonghua.

Employee Type:
 

Permanent

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