Senior Customer Experience

1 day ago

Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Marketing- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh City

Our Marketing teams conceptualise and implement go-to-market activities to achieve increased usage and visibility. The Regional Marketing team is responsible for in-app campaign planning, product marketing, partnerships and content strategy to drive acquisition and engagement. The Regional Brand and Growth Marketing team covers all aspects of online and performance marketing, which involve tracking and measuring data to better reach our users. Our local marketing teams work closely with the regional teams to localise and adapt strategies to increase brand awareness and acquisition in each market. Browse our Marketing team openings to see how you can make an impact with us.

**About the Team**:

- NSS Program Team (Non Shopee) is in charge of driving SPX logistics service adoption beyond Shopee orders targeting social sellers and individual senders. The team designs and executes data-driven programs relating to customer acquisition, conversion, and retention, while managing performance tracking, budget allocation, and cost efficiency to achieve business targets.- Combining strategic foresight with hands-on execution, NSS Program Team plays a pivotal role in scaling and commercializing SPX services.

** Job Description**:

- Oversee end-to-end customer experience across SPX Express logistics service, ensuring consistency in pick up, transit, and delivery quality- Conduct data-driven analyses to identify key pain points, define root causes, and propose sustainable solutions to improve user satisfaction and retention
- Design and implement customer recovery methodologies to win back users from negative experiences while maintaining cost efficiency
- Lead cross-functional CX initiatives from feasibility study to execution, driving measurable improvements in NPS, complaint rate, and SLA adherence
- Strengthen SPX Express’ brand positioning as a market leader in customer experience through continuous innovation and strategic communication
- Provide regular management updates and coordinate with stakeholders to ensure alignment with company-wide service excellence goals-
- **Requirements**:

- Relevant work experience in Tech/ Operations/ Consulting/ Ecommerce or relevant industries
- Strong analytical thinking and data analysis skills for insight and problem-solving
- Strong stakeholder management skills
- Be opened, flexible and enjoyed fast-paced environment
- Good at writing and presentation in both Vietnamese and English

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