Head of Customer Experience-singapore

2 weeks ago

Singapore Lazada Full time

Location:
**Singapore**
- Department: Customer Service- Location: Singapore- Reporting to the Head of Customer Care, your responsibilities will include:

- Customer Experience- Lead the buyer experience through review of the full journey including all touchpoints (Acquisition, site/app, checkout, enquiries, delivery, loyalty) to maximize the customer experience.
- Work effectively with peers and other stakeholders to negotiate and influence customer improvements.
- Increase the rate of repeat purchases through returning customers as a result of excellent Customer Experience.

People Management- Strategically lead and develop a customer experience team to enhance performance by setting clear KPIs and measuring against these on a regular basis to manage team performance.
- This includes team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, training and performance reviews.
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.

Continuous Improvements- Review industry best practices and benchmarks to ensure that Lazada remains competitive in terms of shopping experience.
- Own the customer service E2E process to ensure continuous improvement to enhance performance and deliver cost savings.
- Establish and maintain efficient and effective CS process and SOP for the organization and its internal and external customers.

**Job Requirements**
- 8-10 years if experience in building program teams and driving improvement initiatives
- Excellent oral and written communication skills
- Demonstrated ability to influence audiences including those at the senior leadership levels
- Strong problem solving, highly analytical, attention to detail with solid organization skills
- Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast paced environment
- Ability to think through customer experience journey and proactively fix customer pain points on behalf of customers
- Proven ability to solve complex problem with data driven approach
- Ability to think big and deliver initiatives from concept to execution

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