Buyer Experience (SPX Express)

Shopee

Singapore

3-5 Years

Save

Posted a month ago
Be among the first 10 applicants

Early Applicant

Job Description

Job Description:

Lead high-impact strategic initiatives and projects related to buyer experience translate Buyer Experience healths/metrics into actionable strategic and operational initiatives that improve customer experience overtime
Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications parcel conditions) and after-delivery experience i.e. Customer Service and Recovery
Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement.
PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance
Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats
Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent delivery excellence across the buyer journey
Lead and develop a mid-sized team (3-5 members). Set clear goals, provide regular feedback, and ensure team alignment with business direction

Requirements:

Bachelor's degree in business administration, logistics or a related field.
3-5 years of experience in project management and /or process improvement, consulting roles, and leading a small to mid-sized team (3-5 people)
Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping) is a plus
Excellent communication skills, as this role will require collaboration and alignment with multiple teams and senior management
Self-driven and good leadership skills to facilitate cross-functional interactions
Strong analytical skills to conduct data-driven decisions and experience with tools like Excel (Required) or SQL (A plus)
Be creative in problem-solving with growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on)
Proficient in Excel and PowerPoint

More Info

Job Type:

Industry:

Function:

Employment Type:

About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 139197067

Jobs by Skill - IT