Job description

The Customer Experience (CX) team is responsible for steering and improving the overall Customer experience on Lazada. The main KPI of the team is the Net Promoter Score (NPS) and Product Satisfaction (PSAT), and our objective is to ensure that customers have a flawless and effortless shopping experience on our platform. The scope includes Onsite experience, product development, commercial and operations.

You are required to initiate, own and execute strategic, cross-functional projects as well as track record of strategic and tactical program execution. This position requires CX 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.

Key Responsibilities:

• Drive a ‘Customer first’ initiative, implementation, execution, control and completion of key strategic projects
• Define requirements and high level process/system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc)
• Ensure that company new features/projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues
• Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan
• Develop a customer communication plan to retain customers and increase customer satisfaction

Qualification:

• 5+ years of experience. Masters degree in Business, preferred.
• Minimum 3 years of project management experience.
• Able to think big and deliver initiatives from concept to execution.
• Strong data analysis skills and knowledge of Microsoft Excel is a must.
• Owns sound Leadership, Communication and Negotiation skills and is strong in influencing others
• Excellent written and verbal communication skills both in Thai and English

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!