Oversee the customer experience from the checkout to the end of the customer life cycle
Root-cause and identify customer issues and build effective long-term solutions
Develop a portfolio of Customer Experience enhancement initiatives
Benchmark and advocate for processes that would improve the shopping experience
Establish a Voice of the Customer (VOC) framework, contact reduction / defect elimination mechanisms and CX improvement culture with Retail team
Daily interaction with Stakeholders to ensure a prompt response to emerging customer impacting issues
Act as Subject Matter Expert (SME) on how product features and website performance impacts CX.
Act as the liaison between various JDID teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for CX improvement
Understand, analyze and communicate metrics such as CPO, DAU, Repurchase rate.
Analyze and propose process improvement initiatives within every step of the shopping experience
Work with internal teams to benchmark and design processes which improve the shopping experience
Establish awareness of the way business operates to ensure process improvement initiatives can be driven through without friction
Project management of initiatives identified to improve the shopping experience
Oversee the roll-out of initiatives by working closely with various teams and departments
Drive the customer-centric mindset in the organization by promoting CX collaboration with other teams
Maintain in-depth knowledge of JDID systems and processes
Work closely with the Operations team to ensure all customers have accurate and timely information on order status and/or changes
Job Requirement:
Successful candidate will be able to manage several projects/initiatives at same time.
Track record of sourcing and analyzing multiple sources of data to provide clear reporting of issues and how they affect the shopping experience
Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
Capability to make efficient and effective process improvement proposals
Flexibility to respond quickly to change and to reprioritize in the face of emerging issues and daily operation’s needs
Ability to deal with ambiguity and to solve problems even with limited information
Strong evidence of relationship-building across various internal departments within an organization
College degree is required
Strong knowledge in Microsoft Excel and Word
Analytical skills
Project management experience
Fluent Bahasa and English
Work rights
The opportunity is available to applicants in any of the following categories.