E-commerce - Merchant Experience Assistant Manager
6 days ago
**Department**: E-Commerce
**Team**: Merchant Development
At the LINE E-Commerce Team, we are aiming to create new, differentiated services that best solve our local user needs while leveraging and working with global teams and technologies. We are only interested in working with pioneers who want to make a difference and enjoy the challenge of launching, scaling, and analyzing new services at a nationwide scale.
As a Merchant Experience Assistant Manager of LINE E-Commerce Team, you will be supporting our LINE E-Commerce merchants/sellers to use our service and sell products successfully. As you will be part of the founding team, you will be expected to be quick to change and adapt and learn quickly according to the fast-moving market needs. We look to create new ideas for the market, so creativity and flexibility will be an important part of your skillset.
**Responsibilities**
- Oversee the user experience of merchants/sellers on LINE Shopping; identify service needs and opportunities based on insights and feedback
- Monitor, review, and assess CSAT and NPS responses from merchants/sellers to identify areas of opportunity for LINE SHOPPING
- Identify potential areas that require improvement in the merchant/seller journey and put forward solutions to close the gap and improve user experience
- Implement and monitor reporting to analyse performance and drive actions accordingly
- Collaborate with cross-functional teams (Marketing team, UX team, CX team, PO team, etc.) to offer the right solution and improve the merchant/seller journey
- Collaborate with Marketing team to kick-off the user satisfaction increasing campaign by creating contents to help merchant/sellers with their experience
- Organize and escalate collective issues to the business and technical teams in order to implement new functionalities and enhancements that best solve user needs
- Occasionally, contact merchants to gather deeper insights about their experience and needs
- Complete special projects and/or other tasks as assigned
**Basic Qualifications**
- Bachelor’s degree in any related field
- 4-5 years of work experience in customer experience, customer success, marketing, CRM, or related fields
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and/or other relevant software
- Quick learner with analytical and logical thinking, as well as problem solving skills
- Passion and service mind to support users and deliver customer experience
- Time management skills with efficiency and accuracy
- Friendly personality with an ability to engage easily and connect with customers
- Excellent spoken and written communication skills in both Thai and English
**Preferred Qualifications**
- Experience in a Tech Company
- Experience in a project management role
**Location**
LINE Thailand Head Office, Gaysorn Tower, Bangkok
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