Strategic initiatives and project Management

4 days ago

Bangkok, Bangkok, Thailand SPX Express Full time

About The Team
Job Description:

  • Lead high-impact strategic initiatives and projects related to buyer experience; translate Buyer Experience healths / metrics into actionable strategic and operational initiatives that improve customer experience overtime.
  • Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications; parcel conditions) and after-delivery experience i.e. Customer Service and Recovery.
  • Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement.
  • PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance.
  • Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats
  • Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent delivery excellence across the buyer journey.
  • Lead and develop a mid-sized team. Set clear goals, provide regular feedback, and ensure team alignment with business direction.

Requirements

  • Bachelor's degree in business administration, logistics or a related field
  • 3-5 years of experience in project management and /or process improvement, consulting roles, and leading a small to mid-sized team
  • Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping) is a plus
  • Excellent communication skills, as this role will require collaboration and alignment with multiple teams and senior management
  • Self-driven and good leadership skills to facilitate cross-functional interactions
  • Strong analytical skills to conduct data-driven decisions and experience with tools like Excel or SQL
  • Be creative in problem-solving with growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on)
  • Proficient in Excel and PowerPoint

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