Manager, Business Analytics & Planning (Customer Experience)



Customer Service, Data Science
Multiple locations
Posted on Thursday, May 30, 2024

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 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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 core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

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?

What you’ll do:

  • Foster a data-driven culture by designing analysis frameworks, providing training, and establishing best practices in data-driven decision-making.

  • Develop and implement processes and metrics to measure customer satisfaction, operation effectiveness, and efficiency.

  • Design comprehensive and user-friendly dashboards for business line teams across Asia.

  • Collaborate with business stakeholders to analyse performance, derive insights, and identify opportunities to improve customer experience and operational efficiency.

  • Collaborate with tech and Business teams to automate operational processes, such as backlog management and service level monitoring.

  • Strategise with the tech team on data collection to inform business decisions, such as operations optimisation and support strategies.

What you’ll need:

  • At least 5 years of experience in business analysis with a Bachelor's degree

  • Experience in programming or analytic tools such as SQL, VBA, Google Data Studio, Tableau, Google Analytics, and/or Adobe Analytics.

  • Experience driving data for travel, e-commerce, or customer experience is a plus

  • Track record of successfully driving cross functional improvement initiatives with good priority management

  • Experience in cross functional stakeholder management.

  • Comfortable navigating ambiguous situations and taking initiative.

  • Eager to work in a fast-paced environment

  • Fluent in spoken and written English and Chinese.

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

  • A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that’s not afraid to work independently when required

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.