Head of Customer Experience (CX) - Lazada Singapore Pte. Ltd.｜Meet.jobs

Job description & requirements

The successful candidate will be responsible for maintaining and elevating the end-to-end Experience for Buyer and Seller on Lazada. The candidate will need to facilitate discussions and promote collaboration by and between functions, perform root-cause analysis and brainstorm solutions, lead and manage initiatives that will elevate the overall experience on Lazada.

Reporting to Chief Customer Officer, your responsibilities will include:

1. Oversee the customer experience from the checkout to the end of the customer life cycle
2. Root-cause and identify customer issues and build effective long-term solutions
3. Develop a portfolio of Customer Experience enhancement initiatives
4. Oversee the roll-out of initiatives by working closely with various teams and departments
5. Communicate and present CX KPI reports and initiatives to the senior management, functional departments as well as external partners
6. Partner with the management team to align the customer experience initiatives and projects with the company's objectives
7. Drive the customer-centric mindset in the organization by promoting CX collaboration with other teams
8. Maintain in-depth knowledge of LAZADA systems and processes
9. Coach the Customer Care Team in order to achieve high performance. Structure the training agenda for department members
10. Work closely with the Operations team to ensure all customers have accurate and timely information on order status and/or changes

In order to be successful in this role, the incumbent should possessed the following: 

• 5 years’ experience in Business Consulting or Strategy-related roles
• Strong experience in business and data analytics such as Excel, and solid analytical acumen especially in generating and evaluating KPIs, metrics, and customer feedback
• Sound problem-solving skills focusing on dissecting root causes of problems and implementing solutions
• Strong project management skills and the ability to organize multiple priorities and meet deadlines
• Excellent presentation skills and strong knowledge of Microsoft PowerPoint
• Leadership experience with the ability to lead people and get results through others
• Proven track record in successful negotiations and relationship management (both internal and external), and ability to effectively deal with both management and other teams and departments
• Strong customer orientation
• Highly energetic and self-motivated

 

Culture

What’s it like working at Lazada Singapore Pte. Ltd.?

As a young and dynamic company, Lazada is the place for you to grow and develop your career. We’re proud of who we are and our values are a genuine representation of our company culture. Not only do they shape the way we do business, they also guide us towards our future.

Entrepreneurs and Owners

Customer and Seller Centric

Highest Standards and Innovation

Humble and Challenging

Communication and Integrity