Associate Manager Customer Experience
Salary undisclosed
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We seek a dynamic, proactive, and analytical professional to join our Customer Experience team as an Associate Manager. In this pivotal role, you will be instrumental in elevating our customer journey and ensuring our customers enjoy exceptional service across six key countries (Malaysia, Singapore, Hong Kong, Taiwan, Indonesia, and the Philippines).
Collaborating closely with cross-functional teams, you will compile and review data to implement strategies to boost customer satisfaction and loyalty. Strong interpersonal and communication skills are essential, as you will lead project management efforts to drive these initiatives forward.
Responsibilities:
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group
Collaborating closely with cross-functional teams, you will compile and review data to implement strategies to boost customer satisfaction and loyalty. Strong interpersonal and communication skills are essential, as you will lead project management efforts to drive these initiatives forward.
Responsibilities:
- Customer Experience Strategy: Assist in developing and executing regional customer experience strategies that align with company goals and enhance customer satisfaction.
- Process Improvement: Identify areas for improvement along the regional end-to-end customer journey and implement solutions to enhance efficiency and effectiveness. Work with other departments to ensure a seamless and integrated customer experience.
- Customer Feedback: Gather and analyze diverse customer feedback to discern trends and pinpoint areas for enhancement. Leverage these insights to implement changes that elevate the overall customer experience.
- Performance Metrics: Monitor and report key performance indicators such as Net Promoter Score to use data to drive continuous improvement.
- Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Bachelor’s degree in Business, Marketing, or a related field.
- 4+ years of experience in Customer Service, Customer Experience, or project management roles (preferably with at least 1 year in a supervisory or management position).
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Ability to work collaboratively in a fast-paced environment.
- Proficiency in Excel and Looker is an advantage.
- Proficiency in English and Bahasa Indonesia is required.
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group
We seek a dynamic, proactive, and analytical professional to join our Customer Experience team as an Associate Manager. In this pivotal role, you will be instrumental in elevating our customer journey and ensuring our customers enjoy exceptional service across six key countries (Malaysia, Singapore, Hong Kong, Taiwan, Indonesia, and the Philippines).
Collaborating closely with cross-functional teams, you will compile and review data to implement strategies to boost customer satisfaction and loyalty. Strong interpersonal and communication skills are essential, as you will lead project management efforts to drive these initiatives forward.
Responsibilities:
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group
Collaborating closely with cross-functional teams, you will compile and review data to implement strategies to boost customer satisfaction and loyalty. Strong interpersonal and communication skills are essential, as you will lead project management efforts to drive these initiatives forward.
Responsibilities:
- Customer Experience Strategy: Assist in developing and executing regional customer experience strategies that align with company goals and enhance customer satisfaction.
- Process Improvement: Identify areas for improvement along the regional end-to-end customer journey and implement solutions to enhance efficiency and effectiveness. Work with other departments to ensure a seamless and integrated customer experience.
- Customer Feedback: Gather and analyze diverse customer feedback to discern trends and pinpoint areas for enhancement. Leverage these insights to implement changes that elevate the overall customer experience.
- Performance Metrics: Monitor and report key performance indicators such as Net Promoter Score to use data to drive continuous improvement.
- Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Bachelor’s degree in Business, Marketing, or a related field.
- 4+ years of experience in Customer Service, Customer Experience, or project management roles (preferably with at least 1 year in a supervisory or management position).
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Ability to work collaboratively in a fast-paced environment.
- Proficiency in Excel and Looker is an advantage.
- Proficiency in English and Bahasa Indonesia is required.
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group