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Senior Customer Experience Manager

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
About the Role

We are seeking an experienced senior customer experience manager to join our team at Shopee. In this role, you will be responsible for developing and implementing strategies to enhance customer experience, leading cross-functional teams, and analyzing data to inform decision-making.

Key Accountabilities
  • Design and implement customer experience programs to drive engagement, retention, and loyalty.
  • Lead teams to develop and implement process improvements, chatbot enhancements, and new business initiatives.
  • Analyze customer feedback, data, and metrics to identify areas for improvement and inform decision-making.
  • Build strong relationships with customers, stakeholders, and team members to ensure effective communication and collaboration.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and improvement.
Requirements
  • Bachelor's degree in a relevant field, such as business administration or management.
  • Minimum 5 years of experience in customer service, BPO operations, or a related field.
  • Proven track record of leading teams, improving performance, and driving results.
  • Strong analytical, problem-solving, and communication skills.
  • Ability to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.
  • Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.