Manager, Service Quality & Customer Insight

Manager, Service Quality & Customer Insight

Manager, Service Quality and Customer Insight focuses on supporting the Director in leading and managing all aspects of quality and research activities within Melco. The Service Quality and Customer Insight team conducts quantitative and qualitative research, for both ad hoc and new projects. This role is responsible for gathering and analyzing data to provide insights into service, customer feedback and preferences, market trends, and competitors' strategies.

Primary Responsibilities:

• Develop and implement research strategies to address specific business objectives and support decision-making processes. This includes identifying research methodologies, data collection techniques and analysis framework.
• Manage market research and internal mystery shopper program from start to finish. Oversee the collection of data through various methods such as surveys, interviews, focus groups and secondary research. Analyze and interpret data to derive meaningful insights and actionable recommendations.
• Lead regular and ad hoc quality projects to observe, monitor and gather insights on service improvement, latest market trends to strengthen the positioning of the company.
• Prepare comprehensive reports and presentations that effectively communicate research findings, insights and recommendations to key stakeholders and senior management.
• Position will be required to analyse a variety of issues on an ad hoc basis to support other functions of the team and as requested by management.

Qualifications:

Experience:

• Successful candidates must have at least 5 years of relevant work experience in quality, research, analytics, marketing, or a related field, preferably in a managerial or supervisory role.
• Candidates must have a proven track record in highly numerate and analytical roles.

Education:

• Candidates must hold a degree in statistics, psychology, sociology, hospitality, gaming, finance, marketing, mathematics, or related discipline.
• Preference is given to candidates with a post graduate degree from a major, accredited institution.

Skills / Competencies:

• Strong analytical skills with expertise in statistical analysis, data interpretation, and research methodologies.
• Candidate must have a mature presentation style and be confident interacting with senior management continuously.
• Successful candidates should have a proven track record in developing creative and innovative solutions to complex problems.
• Strong background in database design and knowledge of programming and analytical tools preferred.
• Candidate must be highly proficient in all Microsoft Office applications. Preference is given to candidates with technical skills in python, SAS or SQL.
• Strong interpersonal skills with the ability to work cohesively within a team environment.
• Bilingual proficiency in English and Mandarin is required for this role to effectively communicate and conduct research in both languages.