Lazada  Ltd.

Retail Experience Management (Contract)

Lazada Ltd.
Salary negotiable
Posted on 02 Mar 2021

Retail Experience Management (Contract)

Lazada Ltd.

Job Highlights

  • Managing Retail pages and Retail escalation case
  • Good command of English
  • Handling small team and managing Retail CS KPI

Job Description

Reporting to Head of Retail, you will be responsible to

  • Drive the growth of Retail BU by taking decision on experience development, Store decoration, PDP management, promotions and marketing campaign with the support of the Content team, CC team, and the Merchandising team
  • Responsible to KPI of Retail customer experience (NPS, product review) and monitor store experience KPIs for all retail stores, flag issue and work on solutions with store PICs
  • Manage E2E instant messaging operation with BPO and partner to ensure best customer experience
  • Coordinate with customer care team to solve and compensate all customer compliant and issue
  • Coordinate with the supply chain management team to ensure our customer service levels are met at all the time above assuring on time warehouse delivery
  • Manage a dedicated team of junior resources allocated to the experience team
  • Operate the store experience tools such as content score, feed, CEM, etc. to ensure all the key experience metrics reach the minimum standard levels
  • Extract and analyze data to support the tool adoption and experience enhancement initiatives
  • Work with graphics and/or develop visual banners to support and enhance the SiS experiences and impression when visiting retail stores
  • Act as a first-level support line for questions and requests for retail experience PICs
  • Conduct training and knowledge sharing of all the key store experience to store PICs
  • In case of recurring issues, raise issues to Head of Retail to expedite the resolution with the regional or working teams

In order to succeed in the role, you should ideally have:

  • Bachelor or Master Degree’s in a quantitative or managerial field
  • At least 1-3 years direct experiences in large national retailers, distributors or wholesaler
  • Fluency in English addition to local language and computer literacy
  • Strong communication and negotiation skills, result-oriented and able to problem solve as well as multi task well
  • Ability to independently define, develop and lead projects in a fast-paced environment
  • Structure thinking and analytical skills that can be leveraged to identify new business opportunities
  • Collaboration and relationship-building skills at all levels of management both inside and outside Lazada
  • Strong attention to detail and passion to work quickly/efficiently to meet deadlines
  • Proficient in MS Office Suite and Adobe Suite is a plus

Additional Information

Career Level
Entry Level
Years of Experience
1 year
Job Type
Job Functions

Company Overview

Lazada Group is pioneering e-Commerce across Southeast Asia. Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has 5,500 + employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team in Hong Kong that drives cross-border marketplace activities.

Lazada’s strong performance led to the acquisition of a majority stake by Alibaba Group in April, 2016. Given our tremendous growth, we are searching for dynamic, entrepreneurial, broad-minded individuals to be part of our rapidly expanding team! Join our diverse and motivated team to hone in on your creativity as well as implement new initiatives within a nurturing, equal opportunity environment! What is the job?

Lazada Thailand employs over 850+ professionals and has won many awards namely for Top Marketplace from Priceza and People's Choice 2017. Given Lazada’s tremendous growth, we always seek to provide an unparalleled opportunity for highly entrepreneurial, enthusiastic and ambitious individuals to be part of our rapidly expanding team. Join our diverse and motivated team to revolutionize the online shopping and selling experience in South East Asia!

Additional Company Information

Benefits & Others
Five-day work week, Life insurance, Medical insurance, Overtime pay