Customer Experience Lead
- Leadership opportunity within an international brand
- Work with an energetic, like-minded team
Our client is an international apparel brand that has started to change their focus to online sales. They are looking for a talented individual who is willing to take up the challenge in leading digital customer experience.
In this role, you will be leading an enthusiastic team in ensuring that customer experience is maximised with effective strategies and continuously driving improvement.
You will be responsible for:
- Reviewing customer's journey and highlighting touch points that will improve their experience and increase return traffic
- Collaborating with cross-functional team to ensure that every step in our customer's journey, from browsing, payment to delivery is running smoothly
- Leveraging on feedback from customer service team and communicating it to relavent team
- Establishing KPIs for the team and leading the executive of strategy for customer service team
- Conducting regular one on one meetings with team members to track improvement and development
- Review SOPs and ensure that it is in line with best practices and is at optimal efficiency
- Conducting trainings and workshops for knowledge sharing and to ensure that team members are equipped with latest skills and information
- Researching on latest tools and technologies that will improve customer experience on our platform
- You have at least 5 years experience in a Customer Experience os similar role, ideally within the Ecommerce industry.
- Prior experience within a startup would be a strong advantage.
- You have a solid prior experience within Sales.
- You possess excellent interpersonal as well as written and verbal communication skills.
- You possess excellent communication and business-facing skills, are organised and able to multi-task effectively.
- You are a strong mentor and coach who builds high performing teams
- You have strong analytical skills and are able to leverage data to drive decision making
- You enjoy finding creative solutions to problems
- You are a strong networker & relationship builder
- You are extremely organised and are able to handle multiple priorities in a fast-paced environment
- You are driven by continuous improvement and are always eager to learn as well as coach others.
Snaphunt Pte Ltd