Customer Experience-customer Care

1 week ago

Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Team and Role Introduction
- The Customer Experience (CX) team is responsible for steering and improving the overall Customer experience on Lazada. The main KPI of the team is the Net Promoter Score (NPS) and Product Satisfaction (PSAT), and our objective is to ensure that customers have a flawless and effortless shopping experience on our platform. The scope includes Onsite experience, product development, commercial and operations.**Responsibilities**:

- You are required to initiate, own and execute strategic, cross-functional projects as well as track record of strategic and tactical program execution. This position requires CX strategy setting, clear project definition and regular communication with senior management on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential. To be successful in this position, you need to be innovative, analytical, strategic and a technical operations leader expert.
- Key Responsibilities:
- Drive a ‘Customer first’ initiative, implementation, execution, control and completion of key strategic projects
- Define requirements and high level process/system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc)
- Ensure that company new features/projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues
- Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan
- Develop a customer communication plan to retain customers and increase customer satisfaction

**Job Requirements**
- Qualification:
- 5+ years of experience
- Bachelor’s/Master’s degree, preferably inBusiness, Economics, Engineer or related fields
- Minimum 3 years of project management experience.
- Able to think big and deliver initiatives from concept to execution.
- Good leadership skill with ability to do root-cause analysis
- Strong with data and able to interrogate data to reach the right conclusion / drive solutions
- Owns sound Leadership, Communication and Negotiation skills and is strong in influencing others
- Excellent written and verbal communication skills both in Thai and English
- Team player, fast learner, assertive and proactive

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