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Digital Touchpoints Specialist


Smart Axiata Co., Ltd.   


Private Limited Company






Phnom Penh




Full Time

Year of Exp.



Project Management








Bachelor Degree







Phnom Penh;

Publish Date


Closing Date


Job Description

  To focus on the digital interactions between Smart and our subscribers; own, manage and develop the digital channels of servicing subscribers including self-care, web and other digital points of con-tact. The ultimate objective of the team is to improve customer satisfaction and enhance organizational efficiency via conversion of interactions from traditional to digital/automated touch points. This includes assuming a product ownership role over our digital servicing points (e.g. self-care app SmartNas), developing overall strategies and detailed concepts for development & enhancement of new digital channels and touchpoint automation.
The Digital Touchpoints Specialists will be responsible for supporting Manager to achieve above mission.

Supports Digital Touchpoint Manager in:
• Ownership and management of the organisation’s digital touchpoints, including self-care app and new initiatives (to be defined and conceptualized by the manager).
• Keeps self-care application development roadmap aligned to customer needs & drives im-plementation of new features and improvement of UI/UX as needed
• Owns, develops and improves other touch-points (e.g. website) by impacting how the touch-point is designed and how customer feedback is captured
• Review and improve organization-wide customer journey & interactions, proposing and de-signing new initiatives to drive digital engagement with a customer
• Measurement of customer interactions (establishing, measuring, improving NPS/satisfaction scores)
• Working closely cross-departmentally to ensure quality delivery (technical, marketing, etc)

Detailed project management to deliver upon team objectives

Job Requirements

  A. Skills required:
• Experience in the following is preferred: digital transformation; product conceptualisation and design; or marketing
• Strong project management skills
• Excellent interpersonal skills; able to establish work relationships and communicate effec-tively with staff, at all levels including senior management
• Proficiency in Ms Office (Word, Powerpoint, Visio, Excel) is required
• Ability to demonstrate a high level of verbal and written English
• Excellent at producing and presenting concise presentations & reports
• Proactive, passionate, self-confident, able to work effectively under pressure, quality-oriented

B. Working Experience:
• Minimum 2 years work experience in a product/ marketing/ digital services/ transformation role in telecommunications or a similar environment
• Experience of working collaboratively with diverse range of stakeholders at all levels includ-ing senior management and key professional staff cross-departmentally, in order to achieve successful outcomes

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Contact Information

Contact Person

Lin Chia Pei




Online Apply



No464 A, Monivong Blvd, Sangkat Tonlebasac, Khan Chamkarmoan, Phnom Penh

Company Profile

Smart Axiata Co., Ltd., Cambodia’s leading mobile telecommunications operator, currently serves 8 million subscribers under the ‘Smart’ brand. Smart Axiata is part of Axiata Group Berhad, one of Asia’s largest telecommunications groups.

Smart is at the forefront of mobile technology advancement in Cambodia. Smart was the first network to introduce 4G LTE in 2014, 4G+ in 2016 and 4G+ with HD Voice (VoLTE) in early 2017. In mid-2017, Smart introduced cutting-edge 4.5G, manifesting its data leadership position in Cambodia. Smart also provides 2G, 2.5G, 3G and 3.75G mobile services as well as international roaming across more than 190 countries. Its extensive nationwide network coverage stretches to more than 98% of the Cambodian population.

The company is also rapidly transforming itself into a digital lifestyle brand, having introduced many innovative offerings and lifestyle entertainment value propositions. This includes various international partnerships, with brands as diverse as Universal Music, Apple, Facebook and iflix, as well as digital services including SmartLuy, Smart Insurance, SmartPay, Smart Music and SmartNas. Smart aspires to become Cambodia’s Digital Champion, while playing an active role in socio-economic growth.

The company’s workforce consists of more than 1000 local and foreign experts. Smart is committed to its customers, employees and the people of Cambodia, in delivering its promise of enriching their lives through world-class networks, exceptional digital experiences and through significant corporate social responsibility engagements.

Service hot line :

023 969 088 / 023 47 99099 / 023 47 99088

Operating Hours : Mon-Fri (8:00 am to 5:00 pm)

Email :

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