Executive, Customer Experience, Redmart

2 weeks ago

Singapore Lazada Full time

**Location**:
**Singapore**

Department: Customer Service

Location: Singapore

You are required to initiate, own and execute strategic, cross-functional projects as well as track of strategic and tactical program execution. This position requires CX strategy setting, clear project definition and regular communication with senior management on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential.

Key Responsibilities:
Owner of the Redmart and Cross boarder customer Journey
- Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan
- Map out the end to end journey for buyers. Identify buyers’ pain points in the journey. Come up with initiatives to improve buyer satisfaction
- Manage the crisis Management for Redmart and Cross boarder
- Propose and lead new initiatives to improve Buyer Experience
- Define requirements and high level process/system solutions by collaborating with business teams across the company (including but not limited to customer service, product managers, warehouse,

operations, logistics, commercial, and marketing, etc)

Project management for new feature/projects
- Project management and coordination to ensure that new features/projects are delivered on-time, within scope, with successful implementations
- Engage with stakeholders to identify and mitigate potential risks and issues early in project lifecycles
- Incubate new launches and develop plans to operationalise them as they mature into established ways of working

**Job Requirements**
- 3-5 years of experience in a service, e-commerce or related industry
- Experience with managing customer-facing projects and NPS management is preferred
- Minimum 1 years of project management experience, sound communication and negotiation skills
- Strong data analysis skills, Microsoft Excel is a must, SQL is desired
- Excellent written and verbal communication skills
- Service design, design thinking and/or customer journey mapping skills are a plus

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