Head of Customer Experience-Singapore

Head of Customer Experience-Singapore

Lazada Group
8-10 years
Not Specified

Job Description

Job Description

The Head of Customer Experience manages the customer care strategy for both buyers and sellers. The successful candidate will have a strong background in leading customer experience initiatives and have a track record of strategic and tactical execution. You will be managing a team of experience managers to deep dive the customer needs, identify areas of improvements and improve on existing processes across the different business units, focusing on different aspects of the customer journey.
Reporting to the Head of Customer Care, your responsibilities will include:

Customer Experience
. Lead the buyer experience through review of the full journey including all touchpoints (Acquisition, site/app, checkout, enquiries, delivery, loyalty) to maximize the customer experience.
. Work effectively with peers and other stakeholders to negotiate and influence customer improvements.
. Increase the rate of repeat purchases through returning customers as a result of excellent Customer Experience.

People Management
. Strategically lead and develop a customer experience team to enhance performance by setting clear KPIs and measuring against these on a regular basis to manage team performance.
. This includes team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, training and performance reviews.
. Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.

Continuous Improvements
. Review industry best practices and benchmarks to ensure that Lazada remains competitive in terms of shopping experience.
. Own the customer service E2E process to ensure continuous improvement to enhance performance and deliver cost savings.
. Establish and maintain efficient and effective CS process and SOP for the organization and its internal and external customers.

Job Requirements

. 8-10 years if experience in building program teams and driving improvement initiatives
. Excellent oral and written communication skills
. Demonstrated ability to influence audiences including those at the senior leadership levels
. Strong problem solving, highly analytical, attention to detail with solid organization skills
. Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast paced environment
. Ability to think through customer experience journey and proactively fix customer pain points on behalf of customers
. Proven ability to solve complex problem with data driven approach
. Ability to think big and deliver initiatives from concept to execution

Job Details

Employment Types:


About Lazada Group

Lazada Group is an international e-commerce company founded by Maximilian Bittner, Mads Faurholt, Stefan Bruun, and Raphael Strauch with the backing of Rocket Internet in 2012,and owned by Alibaba Group. In 2014, Lazada Group operated sites in multiple countries and had raised approximately US$647 million over several investment rounds from its investors such as Tesco, Temasek Holdings, Summit Partners, JPMorgan Chase, Investment AB Kinnevik and Rocket Internet.

Job Source : www.lazada.com

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