Manager, Customer Experience-customer Care

2 weeks ago

Malaysia Lazada Full time

Location:
**Malaysia**
- Department: Customer Service- Location: Malaysia- Team and Role Introduction:

- Market Insight & Operations (MIO) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller experience.**Responsibilities**:

- Reporting to the Lead of MIO, your responsibilities would cover both Malaysia and Singapore and would include the following:
- Manage and lead the delivery of monthly buyer & seller satisfaction (e.g. NPS, PSAT) data analysis, performance dashboard and reporting, plus ad hoc deep dive reporting based on internal team needs
- Manage and lead the NPS, PSAT deep dive analysis to identify reasons for underperformance and propose actionable recommendations while escalating any risks from emerging trends which are buyer, seller and business impacting
- Manage and lead the Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis
- Manage and lead the engagement discussion with stakeholders (within and beyond the Customer Care vertical) by providing actionable insights (e.g. buyer & seller pain points and improvement areas on products & services provided by Lazada) to enable continuous improvements towards elevated buyer & seller experience
- Develop a data-backed business strategy by taking a critical view of existing business strategy and supporting the internal teams within the business in executing the strategies
- In charge of overseeing/monitoring the execution of NPS, PSAT survey for Malaysia venture and collaborate with regional team for any related matters
- Lead and mentor junior members of the team and facilitate ad hoc tasks when needed within the department

**Job Requirements**
- Requirements/Qualifications(must have):

- To succeed in the role, you should ideally have:
- Minimum Bachelor degree with 5 years of related working experience in a service-related industry / market research agency
- Adaptive to change and flexible in an evolving fast-paced and high-pressure working environment
- Strong analytical skills, systematic thinker with the ability to understand the holistic picture and complex consideration
- Acute deductive skills, with exceptional problem-solving capabilities and attention to details
- Ability to present complex ideas and solutions in a structured manner/use data visualization to summarize meaningful insight, with excellent written and verbal communication skills in English
- Effective listening and interpersonal skills, and ability to influence across several organization levels
- Working knowledge of research techniques and methodologies
- Proficient in MS PowerPoint, MS Excel and familiarity with analytical tools (experience using SQL is desirable).
- Experience in leading and coaching a team including managing team’s deadlines and priorities; and fostering collaboration among teams members and beyond

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