This role focuses on supporting marketing strategies for Japanese companies in Southeast Asia, a region with a population of 700 million and increasing investment appetite. The position involves moving beyond simple product sales to developing customer retention strategies, long-term relationships, peripheral services, and brand strategies. It requires managing projects in a mixed team of local and Japanese Client Services members, utilizing deep knowledge in Customer & Marketing Technology, Digital Customer, and Marketing & Customer Experience. The role demands leadership in strategy formulation, SI, and change management, specifically addressing the diverse consumer behaviors across Southeast Asian markets.

You will join the Customer Experience Group (CEG) Consumer team to design self-service tools that help customers resolve booking issues. Your work will focus on reducing friction and frustration in the guest experience. As a senior designer, you will lead the direction and execution of these experiences across the space you own. You will collaborate closely with product managers, engineers, researchers, and cross-functional partners to drive your segment of Agoda and deliver solutions to complex challenges. You will be responsible for running discovery phases to define product requirements and testing prototypes with users to gather feedback. You will present your work to peers and leadership both asynchronously and in person. You will actively participate in weekly design critiques, workshops, all-hands meetings, and squad meetings. Additionally, you will document your design process and decisions to ensure clarity and alignment across the team.

Lead the project management team for the B2B Partnerships and Automation team within Agoda's Customer Experience Group. Own the end-to-end vision, structure, and performance of the project management function, setting strategic direction and annual OKRs aligned with global priorities. Drive the portfolio of initiatives focused on automation, AI, and tooling to improve customer and agent experiences, as well as process optimization across the post-booking journey. Partner with commercial stakeholders to translate business needs into deliverable work and ensure the team supports critical business initiatives. This role requires a blend of strategic problem-solving, hands-on execution, and senior stakeholder management in a fast-paced, data-driven environment.

Drive revenue growth in Mobile Postpaid B2C Base Management with a focus on personalized campaign management for VAS add-on and in-life postpaid services. Drive sales growth and deliver superior customer experiences across Shop, Call Center/Telesales, and digital channels. Take end-to-end responsibility for programmatic base management using marketing automation, AI-driven Next Best Offer management, and customer behavioral trigger/event design to enable highly targeted, timely, and effective campaign execution.

You will lead a portfolio of global partner excellence programs within Agoda's Customer Experience Group, focusing on complex system support and process optimization. Your role involves driving end-to-end improvements in the post-booking partner journey through automation, AI, and strategic tooling. You will collaborate closely with product and commercial teams to implement structural changes that reduce partner effort and lower the cost-to-serve while unlocking commercial value. This position requires a blend of strategic problem-solving and hands-on execution. You will manage a high-performing team of project managers to deliver measurable impact on customer satisfaction, operational efficiency, and quality. You will define clear business cases, prioritize initiatives based on data-driven insights, and ensure the team is aligned with Agoda-wide priorities and new business initiatives.

Lead the Mobile Postpaid Retention function with full accountability for customer retention performance, customer lifetime value growth, churn reduction, and long-term customer value creation across the customer lifecycle. Drive the strategy, governance, and performance of retention programs, customer segmentation, predictive analytics, retention offer management, and revenue recovery initiatives to minimize voluntary and involuntary churn, reduce downsell, and strengthen customer loyalty. Partner closely with Commercial, Product, Digital, Customer Service, Billing Operations, Collections, and Analytics teams to deliver customer-centric retention strategies, enhance customer experience, and achieve sustainable business growth.

This role involves owning and delivering end-to-end projects focused on customer experience, operational excellence, and business transformation. You will translate high-level management priorities into structured improvement programs by analyzing complex operational and customer data. The position requires driving practical solutions through implementation rather than just analysis, coordinating across multiple functions to ensure alignment, and managing project roadmaps with clear ownership and risk mitigation. You will work closely with senior stakeholders to facilitate timely decisions and present clear, logical recommendations to both working teams and executive leadership. You will be responsible for diagnosing root causes of business problems, developing solution options, and tracking measurable outcomes after implementation. The role demands a strong ability to structure ambiguous challenges and build management-ready presentations. You will partner with the Ops AI Enablement pillar when applicable, ensuring that automation and AI solutions are effectively integrated to drive overall business success.

This role drives operational excellence across customer support departments by ensuring positive customer outcomes and building high-performing teams. You will partner with regional stakeholders to provide scalable, customer-centric solutions that support Grab's business growth and transformation agenda. The position focuses on optimizing processes and leveraging AI and automation to improve service quality and operational efficiency. You will lead critical initiatives including Customer Success and Executive Escalation, overseeing complex case handling and customer advocacy. The role involves managing the enablement team to drive AI transformation and process excellence, as well as leading the Grab Support Commercial team to improve sales performance and sustainable business growth through Telesales and GFB Inside Sales.

This role leads the end-to-end B2B after-sales service excellence framework across all non-network customer touchpoints. The position is responsible for service strategy, standards, performance governance, and continuous improvement. You will partner with cross-functional teams to enhance customer journeys, service quality, SLA performance, and operational efficiency. The role also drives service transformation through process optimization, automation, data insights, and service recovery initiatives to deliver sustainable business and customer outcomes. You will own and continuously improve the end-to-end B2B after-sales service experience while defining service standards to drive consistent delivery. The focus is on enhancing customer journeys by identifying pain points and leading improvement initiatives. You will monitor service KPIs, SLAs, and customer satisfaction to drive performance improvements. Additionally, you will lead process optimization, automation, and digital transformation initiatives to leverage customer feedback and operational insights for better service quality.

This role is part of Deloitte Digital Southeast Asia, focusing on elevating customer experiences through technology. You will lead multidisciplinary delivery squads across customer experience, Martech, loyalty, and AI-enabled platforms. The position requires acting as a hands-on technical leader who guides solution delivery and shapes implementation approaches. You will work closely with clients to translate business requirements into scalable technology solutions while ensuring high-quality delivery. As a Squad Lead, you will manage technical risks, dependencies, and delivery challenges across workstreams. You will drive the adoption of Agile delivery practices, including sprint planning and technical estimation. The role involves providing structured technical guidance to junior and mid-level engineers and ensuring solutions align with enterprise-grade security and scalability standards.