Manager/ Senior Manager, Regional Voice of Customer

1 week ago

Singapore Lazada Full time

Location:
**Singapore**
- Department: Data & Business Intelligence- Location: Singapore- Voice of Customer (VoC) champions buyer and seller experience with Lazada. Synthesising feedback and behavior data across multiple channels, VoC collaborates with functional leaders in Lazada to support in building a Customer Value Proposition.
- What you will do
- Collaborating with regional and local counterparts across all 6 markets in Lazada, you will:
- Automate and stabilise key tracker studies including NPS for timely alerts on experience drivers
- Structure analytical frameworks for feedback and behavior data from buyers to guide local counterparts in identifying critical perception drivers and ensuring actions to improve buyer experience
- Consolidate qualitative insights with quantitative trends to reflect holistic understanding of HOW buyers feel about their experience with Lazada and WHY
- Explore and innovate diverse data types to continually evolve how Lazada learns about buyer motivations, decision triggers, and retention opportunities
- Partner function leaders in Lazada to ensure customer-centric outcome objectives in key initiatives especially for strategic experience drivers in target markets

**Job Requirements**
- Who we seek- Excellent project and stakeholder management skills - you will be liaising with regional and local counterparts, from junior teammates to senior management
- Analytical and critical thinking skills - have a knack for interpreting numbers in line with business needs
- Creative in presenting information into easily digestible reports and newsletters
- Proactive approach to work - going beyond what is on a task list
- Excellent writing and communication skills
- Minimum 4 years of relevant experience
- Minimum bachelor’s degree

Skills requirements- Excellent in stakeholder and project management
- Proficient user of the MS office suite (especially for Excel and PowerPoint)
- Experience working in cross-cultural, dynamic environments
- Knowledge of SQL is a plus
- Copywriting and layout design skills are a plus

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