Post-Purchase Customer Journey Manager

4 days ago

Singapore beBeeCustomerCentric Full time

Job Title: Post-Purchase Experience Manager

Job Description:

We are seeking an experienced Post-Purchase Experience Manager to lead our efforts in enhancing the customer journey after checkout. This role will drive improvements in user experience, boost customer satisfaction, and increase retention, loyalty, and repeat purchases through thoughtful strategy and execution.

Key Responsibilities:
  • Define and lead the product strategy and roadmap for post-purchase experiences across web, mobile, and other channels.
  • Collaborate with development teams to prioritize the backlog and ensure timely, high-quality feature delivery.
  • Conduct user acceptance testing (UAT) to validate functionality and customer experience.
Order Tracking & Communication:

Improve customer transparency and communication from purchase to delivery.

Optimize order confirmation emails, SMS notifications, tracking pages, and estimated delivery updates.

Returns & Exchanges:

Streamline returns and exchange processes to reduce customer friction and operational costs.

Enhance self-service capabilities while maintaining a positive customer experience.

Cross-Functional Leadership:

Work closely with design, engineering, CX, logistics, marketing, legal, and operations teams to ensure cohesive post-purchase experiences.

Align product initiatives with backend systems and third-party logistics (3PL) partners.

Analytics and Reporting:

Define and track key metrics (e.g., NPS, delivery satisfaction, return rates, support ticket volume).

Deliver insights and regular reports to stakeholders, identifying performance gaps and opportunities for improvement.

Compliance and Security:

Ensure post-purchase experiences meet relevant regulatory, privacy, and security standards.

Collaborate with IT and security teams to maintain secure transaction environments.

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