The day-to-day activities
The Strategic Planning & Insight (SP&I) officer is responsible for supporting the SP&I Assistant Manager in leading CSAT project to drive operation excellence. This role involves project coordination between research agencies and internal cross functional team to ensure quality and timing of research projects, also supporting on administration.
Key Accountabilities:
Manage CSAT project: Assist SP&I Assistant Manager to implement CSAT project for the whole Highlands Coffee system, including Franchised stores
- Lead data collection and data cleaning to ensure it is accurate and ready for analysis.
- Handle communication with Operation team (DM/ SM) on ad-hoc data request, clarify questions, create QR code for NSO, customized data analysis for each store with SM/ DM.
- Develop consolidated monthly report and monthly excel dashboard by store.
Project Coordination: Assist SP&I Assistant Manager in implement research projects, as well as being the key contact point to coordinate between research agencies and internal cross-functional team
- Support in managing research agencies to implement the project on time in high quality, including questionnaire checking, fieldwork observation, logistic arrangement.
- Support in communication with Operation team (including AM, DM, SM) on fieldwork-related tasks, including informing fieldwork schedule, handling fieldwork issues and ad-hoc requests with Operation team
Admin management:
- Oversee all administrative documentation related to research studies, including contracts, payment requests, and purchase requisitions, ensuring compliance with organizational policies and procedures.
Job requirements
Job Requirements:
Education/ Training Qualifications
• Bachelor’s degree in Data Science, Statistics, Mathematics, Economics, or a related field.
Experience
• 01+ years of experience in consumer insights, market research, or related fields.
• Experience with database management, CSAT survey design and implementation is advantageous.
Knowledge of:
• Proficiency in data analysis tools (e.g., SPSS, Excel).
• Familiarity with the Food & Beverage (F&B) industry is advantageous.
Skills (Ability to):
• Good analytical and critical thinking abilities to interpret complex data and provide actionable insights.
• Effective verbal and written communication skills, capable of communicating effectively to different functions, different levels of employment (particularly Operation team.
• Strong teamwork spirit and the ability to collaborate effectively with cross-functional teams.
• Detail-oriented with a commitment to accuracy and quality in all deliverables
• Results focused – ability to deliver in high pressure environment.
• Proven ability to manage multiple projects simultaneously, ensuring timely delivery and high-quality outcomes.
• Fluent English in Speaking and Writing is a plus.
Working hours: as per business needs. Typically, 8am-5pm Mon-Friday.
Please send your CV to [email protected]