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Customer Success Manager, Ecommerce - Shipping Industry job in Singapore at Experis Singapore

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Customer Success Manager, Ecommerce - Shipping Industry at Experis Singapore

Customer Success Manager, Ecommerce - Shipping Industry

Experis Singapore Singapore Permanent
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Role Accountabilities (What is this role responsible for delivering?)
Customer Success Management - Ecommerce
  • Responsible to define the features and functionalities required on the e-commerce platforms with the aim to reduce our customers' time and to make the platforms an additional channel for sales and marketing in co-ordination with the Digital marketing team.
  • Define the ecommerce customer journey and ensure features and functionalities align with the same
  • Define the customer onboarding process for various e-commerce platforms provided by the organization
  • Engage with the IT teams for integrations between e-commerce platforms and internal systems.
  • Engage with internal stakeholders to gather requirements, design e-commerce processes in line with the governance policies
  • Evaluate the feedback from NPS and any other modes of feedback from customers and internal teams to enhance the ecommerce features
  • Train the internal teams, conduct customer training workshops (online / offline) and create required training material for seamless training on the e-commerce platform
  • Guide the e-commerce execution team to deliver best in class online services
  • Own the performance management of the e-commerce channel
  • Co-ordinate with commercial teams across countries to increase uptake of the e-commerce platform
  • Accountable for E-customer relationship management.
  • Support the CRM administrative tasks along with IT teams.
  • Assist the CS Operations manager in CRM, ERP implementation support as and when required.

Key Qualifications & Skills (What knowledge will ensure success in the role?)
  • Bachelor's degree, preferably in Business/ Shipping/ Logistics/ Supply Chain Management
  • 5+ years of relevant experience in execution of shipping and logistics processes including via online channels
  • Experience in implementation support of CRM, ERP solutions
  • Certified in Business Analytics or Statistics for Data Analytics
  • Lean Six Sigma Green Belt certified from a globally recognised institute

Technical Skills
  • Advanced MS Word, MS Excel and PowerPoint skills.
  • Experience with Sales/Service CRM platforms (eg. Salesforce/Zendesk) required.

Professional Skills
  • Able to work in a fast paced, team-oriented environment to achieve business goals
  • Accomplish targeted performance objectives with a positive, self-motivated and can-do attitude.
  • Excellent communication and interpersonal skills
  • Ability to deal with ambiguity
  • Efficient stakeholder management
  • Passion to solve customers' problems in a sustainable method
  • Skills to train internal and external customers on process & workflow related to e-commerce features
  • Leadership skills to coach & guide the team ensuring professional and personal development

Goel Navneet License No.: 02C3423 Personnel Registration No.: R1982194

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