CX Project & Strategy Management Lead

Project Management & Strategy Execution
- Lead cross- functional CX projects, from initiation to completion, ensuring alignment with
company objectives.
- Develop and implement strategies to improve key performance metrics related to customer
experience.
- Proactively propose and execute project requirements based on customer feedback and
internal data analysis.
- Track project progress, update stakeholders regularly, and ensure all deliverables are met
within the set timelines.
Data Analysis & Monitoring
- Regularly analyze customer feedback and ecommerce data to identify opportunities for
improvement.
- Recommend and implement changes to processes, systems, and products to enhance
customer satisfaction and retention.
- Work closely with the data analytics team to ensure accurate tracking and reporting of CX
metrics.
Stakeholder Management & Communication
- Develop and implement SOPs for stakeholder engagement with the newly established CX
department.
- Present project outcomes, insights, and recommendations to senior management.
- Serve as the primary point of contact between the CX team and other internal departments.
- Ensure clear and consistent communication with stakeholders at all levels.
Team Leadership & Collaboration
- Manage a team dedicated to CX initiatives, providing guidance, support, and performance
evaluation.
- Foster collaboration with various departments to achieve project goals and overcome
potential blockers.
- Promote a customer- centric culture within the team and across the organization.
Reporting & Other Tasks
- Complete other tasks as assigned by the line manager.
- Prepare and submit periodic work reports.

Education: A Bachelor’s degree in Business Administration, E- commerce, Information

Technology, or a related field is required. A Master’s degree is considered an advantage.

Experience: A minimum of 5 years of experience in project management is required, with

at least 2 years in a leadership position, preferably within the e- commerce or retail sectors.

Technical Proficiencies:

- Understanding of user research and usability testing techniques.
- Knowledge of CX metrics and best practices.
- Strong skills in data analysis and interpretation.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Experience with UI/UX tools is an added advantage.
- Proficiency in English, both written and spoken.
- Expertise in project management tools and methodologies.

Skills:

- Strategic mindset with the capacity to align projects with broader organizational
- Demonstrated strong leadership and team management abilities.
goals.
- Strong analytical and problem- solving capabilities.
- Ability to perform well under pressure and manage multiple projects concurrently
- Excellent communication and interpersonal skills.

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-09-17 09:45:02