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Manager, Customer Experience

Lazada (Thailand)
Lazada (Thailand) (Bangkok, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
Lazada (Thailand)
Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

About this position

The Buyer Experience (CX) team is responsible for improving the end-to-end journey experience for our buyers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform. You will lead strategic, cross-functional projects across SEA to drive customer value creation and resolution of customer experience friction areas.

Responsibilities

• Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.
• Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
• Ensure complex initiatives are executed on time, within scope, with successful implementation.
• Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Requirements

• 2-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
• Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
• Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
• Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
• Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
• Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.