Manager, Customer Experience

The Buyer Experience (CX) team is responsible for improving the end-to-end journey experience for our buyers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform. You will lead strategic, cross-functional projects across SEA to drive customer value creation and resolution of customer experience friction areas. This position will engage in holistic business problem solving, clearly defining multi-faceted projects and outcomes, and regular communication with senior management. Strategic thinking, comfort with data analysis, cross-functional influence, project management, and executive presentation skills are essential.

Responsibilities:

• Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.
• Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
• Ensure complex initiatives are executed on time, within scope, with successful implementation.
• Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Requirements:

• 2-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.Skills:
• Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
• Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
• Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
• Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
• Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions. Communication and Collaboration:
• Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
• Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
• Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.