Customer Service Manager

Reporting to the Head of Operation, you will be responsible for:

• Lead the development of customer excellence projects, programs, and processes intended to help the organization understand, analyze, and create a positive customer experience along every touch point
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback
• Identify innovation opportunities in customer experience, develop and prioritize initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty
• Conduct proof-of-concept on new approaches for successful roll-out and adoption by the businesses
• Develop measurement tools, as well as change and communications programs, to continuously improve the adoption of best practices throughout the organization
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience
• Align and govern the customer experience and the adoption of innovation frameworks across the organization

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

• Bachelor’s or Master's student at a reputable university
• Prior experience in strategy/planning, consulting, project management, consumer behavior, operations, or data analytics
• Strong experience in managing cross-functional projects. Ability to manage complex and competing priorities, conflict management, and resolution skills are required
• Excellent communication skills and ability to manage cross-functional stakeholders that are not under his/her direct supervision
• Capable of gaining deep consumer insights and a strong understanding of customer experience & innovation strategies by synthesizing quantitative and qualitative data
• Strong structured analytical abilities, effective communication, and presentation skills are a must
• Working knowledge of technical/analytical toolsets such as SQL, GA, and Tableau is a plus

Cập nhật gần nhất lúc: 2023-03-10 13:45:04