Job Description

Team introduction

Launched in 2012, Lazada is the number one online shopping and selling destination in Southeast Asia – present in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam. As the pioneer of the eCommerce ecosystem in Southeast Asia, Lazada helps more than 80,000 local and international sellers as well as 2,500 brands serve the 560 million consumers in the region through its marketplace platform, supported by a wide range of tailored marketing, data, and service solutions.
With over 80 million SKUs available, Lazada offers the widest range of products in categories ranging from consumer electronics to household goods, toys, fashion, sports equipment and groceries. Focused on delivering an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns through its own first- and last-mile delivery arm supported by 80+ logistics partners. Lazada Group is majority owned by Alibaba Group Holding Limited (NYSE: BABA).
As a result of our tremendous growth, we are looking for entrepreneurial and result-oriented individuals to join our expanding team! This is a great opportunity to be part of a like-minded, driven group of individuals and hone in on your creativity to implement new initiatives.
Join the team that is steering the exciting eCommerce revolution in Southeast Asia!

Job description

Reporting to the Head of Strategy & Business Partners, you will be responsible for :
• Interface between Customer Care and related functions.
• Represent the Customers (both Buyer and Sellers) in the functions. With heavier focus on Seller Experience.
• Work closely with the functions to ensure we deliver the best customer experience
• Able to think ahead of the business trend/movement and engage with business plan to have better workforce planning
Main Responsibilities:
Customer and Seller Experience:
• Collecting feedback from customers (both Buyers and Sellers) qualitatively and quantitatively
• Continuously using feedbacks from customers to improve the operations, including product quality, delivery service, customer service and user experience on website/app
Project and system management:
• Taking insights from customer feedback, Product teams and the related functions to prioritize and design the best solution for customers (both Buyers and Sellers)
• Defining project workplan, roadmap, and key success criteria
• Working with Regional and Product teams to develop automation solutions
Business partnership:
• Work closely with Category Management, Platform Health, Seller Engagement, Logistics and Product teams to better understand and drive/support key projects, which impacts customer (both Buyers and Sellers) experiences
• Constantly feedback to Customer Care on functions strategies and campaigns to ensure there’s proper alignment
People Management:
• Lead and coach team members

Job requirements

To succeed in the role, you should ideally have:
• At least six (6) for a manager or eight (8) years for senior manager of work experience in consulting, project management, ecommerce industry
• Tech-savvy – good understanding of how systems work, and information exchange and structure
• Strong project management, communication and collaborative skills. Experience in managing multiple stakeholders across multiple functions
• Strong analytical skills with excellent written and verbal communication skills in English are required for this position
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
• Able to deliver under pressure, entrepreneurial and results driven
• Strong Microsoft Office skills (Excel and PPT)

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