Team and Role Introduction:
The Marketing Insight and Operations (MIO) team is within the Customer Experience (CX) vertical in the Customer Care department, responsible as custodians of the customer experience and journey on Lazada.This includes assisting in research and analyzing customer (especially focussing on Buyer) feedback across all journey milestones and drive initiatives from there. The main KPI of the team is the Net Promoter Score (NPS), Product Satisfaction (PSAT) and Transactional Satisfaction (TSAT). Our objective is to ensure that customers have a frictionless shopping experience on our platform. This position requires CX strategic alignments, clear insights to action development and regular communication with senior management to lobby for support, prioritise and justify improvement efforts.

Responsibilities:

-Monitoring and maintaining the execution of customer satisfaction measurement efforts including Net Promoter Score (NPS), Transactional Satisfaction (TSAT), Seller Satisfaction Score (PSAT), with tracking of improvement initiatives with regional and local stakeholders.
-Design, develop studies to create awareness and enable continuous improvements towards elevated Customer Value Proposition, whilst disseminating awareness through reports and presentations.
-Providing insights and identify Customer Experience pain points, Moments of Truth and improvement areas on products and services based on the study; translating them from insights to action.
-Drive ‘Customer first’ initiatives, implementation, execution, control and completion of key strategic projects together with the business and relevant stakeholders.
-Collaborate with various internal stakeholders including Marketing, PR, and Business Risk teams on customer communication plan for buyer education, service recovery, retention and increase customer satisfaction.

Requirements/Qualifications):

-At least 3 years of experience in e-commerce and/ or consulting fields with strong contribution on research and project management.
-Bachelor’s/Master’s degree, preferably in Business, Finance, Economics, or related fields.
-Acute deductive skills (customer feedback and comments), with exceptional problem-solving capabilities and attention to details.
-Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation, including experience in management presentation.
-Strong with data and able to interrogate data to reach the right conclusion / drive solutions.
-Ability to manage multiple projects/ workstreams end-to-end.
-Strong leadership, communication and negotiation skills and is strong in influencing others.
-Adaptive to change and flexible in an evolving fast-paced international environment.
-Ability to highly multi-task under pressure and manage time constraints independently.
-Excellent written and verbal communication skills both in Tagalog and English.
-Team player, fast learner, assertive and proactive.