Manager, Customer Experience-Customer Care

Manager, Customer Experience-Customer Care

Lazada Group
5-8 years
Not Specified

Job Description

Job Description

The Customer Experience (CX) team is responsible for steering and improving the overall customer experience on Lazada. Your main goal is to deliver exceptional customer satisfaction across touchpoints, including onsite experience, product development, communications and operations, etc. The successful candidate should have strong experience in strategy & operations, cross-functional collaboration skills,
problem-solving skills, and a customer-centric mindset.

Role and Responsibilities:
. Ensure comprehensive understanding of customer journey to define key experience drivers to construct integrated-experience plans
. Design journey-aligned tactics and experience flows across the operations process & system
. Build a roadmap for local initiatives & strategies to align with business goals, improve total customer experience, and enhance operational efficiency
. Lead the workstream, execute the project work plan and monitor key success criteria for cross-functional projects (both local and regional stakeholders, including but not limited to Logistics, Products, Marketing and Commercial, Platform policy, etc.)
. Facilitate team problem-solving efforts and offer ideas to solve complex and ambiguous problems
. Drive CX culture and communication across the organization

Job Requirements

Min. 5 years of working experience in consultancy, corporate strategy, or business process improvement
. Experience to drive insights, develop initiatives and engage stakeholders across different functions to set strategic directions and rationale
. Exceptional problem-solving skills including the ability to deal with uncertainty, complexity and ambiguity, define key drivers, and propose solutions
. Strong project management skills to execute and monitor initiatives with defined success criteria
. Ability to work in a fast-paced & result-oriented environment
. Strong interpersonal skills to inspire trust & openness for effective collaborations across levels and functions both locally and regionally
. Strong entrepreneurship and business agility to self-drive both customer experience and business goal
. Fluent Vietnamese & English speaking
. Relevant experience in tech and/or Logistics would be an advantage

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.

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