Customer Experience, Senior Associate/team Lead

Customer Experience, Senior Associate/team Lead

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What We Can Offer

Annual Bonus
Aon Insurance for all family member
Training

Job Description

Reporting to Head of Customer Experience, the main goal of Senior Associate Customer experience is to ensure that our buyers enjoy a great experience in logistics on Lazada. The successful candidate will have a strong track record of working with stakeholders and driving Net Promoter Score (NPS) performance
- Ensure comprehensive understanding of customer journey in logistics field to define key experience drives to construct integrated-experience plans
- Drive a “Customer First” initiative: implementation, execution, control and completion of key strategic projects in Logistics
- Engage with stakeholders to identify customer pain-points and point out operational issues in order to align key focused projects.
- Project management and coordination to ensure that new features/projects are delivered on-time, within scope, with successful implementations
- Monitor all KPIs & initiatives to ensure we deliver quality, reliability, scalability, productivity as per plan
- Drive CX culture and communication across the organization
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Job Requirements

• 2-3 years of experiencein a service, e-commerce or related industry
• Minimum 1 year of project management experience & team lead position
• Have knowledge of the whole logistics is a plus
• Able to think and deliver initiatives from concept to execution
• Experience with managing customer-facing projects and NPS mangement
• Excellent written and verbal communication skills in English
• Strong communication and negotiation skill

Job Locations

Số 260 Quang Trung, phường 10, quận Gò Vấp
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Founded in 2012, Lazada Group is Southeast Asia’s leading eCommerce platform. With a presence in six countries – Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam – we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we have the largest selection of brands and sellers, and by 2030, we aim to serve 300 million customers. In 2016, Lazada became the regional flagship of the Alibaba Group, and is backed by Alibaba’s best-in-class technology infrastructure.

LAZADA EXPRESS is Lazada’s in house logistics business, one of the strategic pillars of Lazada Group, with over 1,400 staff members. We provide end-to-end delivery services, covering the first through last mile. We build the infrastructure to enable e-commerce growth and work with external logistics partners to revolutionize the B2C logistics industry across our six countries.

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HCM: Số 260 Quang Trung, phường 10, quận Gò Vấp; Hà Nội: Đường công nghiệp 3, Khu công nghiệp Sài Đồng B, Sài Đồng, Long Biên, Hà Nội
500-999 staffs
Mrs. Hieu Nguyen
TUYỂN SINH THẠC SỸ TÀI CHÍNH - ĐẠI HỌC JEAN MOULIN LYON 3 (CH Pháp)

TUYỂN SINH THẠC SỸ TÀI CHÍNH - ĐẠI HỌC JEAN MOULIN LYON 3 (CH Pháp)

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