В e-commerce компанию Lazada (Alibaba Group) требуется Head of Customer and Seller Experience.
Customer and Seller Experience Team conducts customer studies and communicates results, collaborates with different functions to align priorities towards customer value proposition, proactively monitors gaps affecting the customer journey and works with different functions on the resolution and improvement of the identified gaps that are key to delivery of superior customer experience.
Responsibilities:
- Drive engagement of Customer Care with other Business Units to influence business decision making toward Customer-centric organization
- Proactively identifies opportunities for experience improvement. Works closely with Business Leaders to continuously review CX and prioritize opportunities for improvement
- Develop and sustain CX DNA across the organization
- Build the Customer Strategy roadmap to be ahead of customer trend/changes in the market as well as tackle customer pain points through Voice of Customer
- Design and Execute customer studies and competitive benchmarking
- Lead continuous process improvement to improve overall organizational efficiency and effectiveness in delivering the superior customer experience
- Lead and develop the team who is responsible on sustaining, enhancing and optimizing CX
Requirements/Qualifications (must have):
- 10+ years of experience in strategy work with preference in Customer Management / Customer Experience / Customer Strategy
- At least 5 years of management/leadership experience
- At least 5 years of experience in FMCG
- Bachelor's degree in business, Marketing, or related field is required MS or MBA is strongly preferred
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