Manager/ Senior Manager, Regional Customer

2 days ago

Singapore Lazada Full time

Location:
**Singapore**
- Department: Customer Service- Location: Singapore- Lazada is looking for a Customer Experience (CX) Manager to help us deliver a delightful experience to our buyers with a focus on the delivery experience. You will be driving key strategic projects and collaborating with partners to execute cross-functional projects.
- The Customer Experience Manager will be part of the Regional Customer Care team based in Singapore. Our team is the champion of customer voice. We collaborate with both internal and external partners to engage our buyers and sellers in a meaningful way across all the touchpoints they have with Lazada. As the regional team, we work closely with our six country teams across Southeast Asia to cater to the needs of different customers.
- We are looking for someone who is passionate about improving customer experience. He/she should also be innovative, analytical and good at both solutioning and implementation. To succeed in this role, he/she also needs to be strong in project and stakeholder management.You will be responsible for (but not limited to):
- Analysing and identifying experience opportunities and gaps based on our customer voice
- Developing the delivery experience roadmap together with the country teams and the logistics team
- Driving, coordinating or supporting the development and implementation of solutions, which may involve working with the country teams, the logistics teams, the product and tech teams
- Monitoring and tracking the progress of projects
- Fostering a Customer First culture with key stakeholders

**Job Requirements**
- You are customer-obsessed, entrepreneurial and proactive
- You have at least 5 to 8 years of experience in consulting, logistics and supply chain and/or project management, with e-commerce background as a plus
- You are proficient in project and stakeholder management; and good in communication and presentation
- You are strategic; and able to pick up complicated concepts quickly and translate them effectively into action plans
- SQL proficiency is a plus

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