Seller Experience-customer Care

3 weeks ago

Malaysia Lazada Full time

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

- The Seller Experience (SX) team is responsible for improving end to end customer journey experience our Sellers on the Lazada platform.You are required to own and execute strategic, cross-functional projects across SEA with a strong background in leading program as well as clear track record of strategic and tactical program execution. This position requires regional SX 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. To be successful in this position, you need to be innovative, analytical, strategic and a technical operations leader expert.**Responsibilities**:

- You will be responsible for:
- Overall design, implementation, execution, control and completion of key strategic seller experience projects;
- Develop and own the regional schedule of seller initiatives under charge and ensure that all projects are delivered promptly, within scope with successful implementations.
- Strong collaborations with key business domains (e.g. Payments, customer service, commercial, product, operations etc) to deliver to experience-business outcomes, including early identification and mitigation of potential risks, issues and interdependencies.
- Identify, implement and monitor experience KPIs Tracking and adapting as necessary to evolving internal/ external conditions.
- Proactive identifications of areas of experience improvements, to smoothen sellers’ effort and experience selling on the platform.

**Job Requirements**
- Requirements/Qualifications(must have):
- Min of 5 years’ experience in customer/ business experience field.
- Ability to balance platform experience and platform growth needs.
- Strengths in problem identification, prioritization and solutioning.
- Strong data analysis skills to distill issues, support recommendations and drive actions.
- Excellent written and verbal communication skills to advocate for customer centricity and influence stakeholders.

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