PR/158510 | Customer Experience & Delivery Senior Executive / Manager (Fashion Retail MNC)

• Management of the customer experience, from receipt of order through to delivery

• Overall responsibility for planning & reporting accuracy, identifying problems and working with the team to resolve issues in timely manner

• Responsible for working with the fulfilment teams in stores and warehouse to streamline the logistics and meet fulfilment KPIs

• Review Onestock BI reports and make recommendations on fulfilment algorithm to improve delivery timeframes

• Responsible for identifying potential gaps/areas that require improvement within the customer journey, and providing solutions with a call to action

• Report and measure appropriate key performance measures for operations. Ensure that these are delivered to relevant internal and external stakeholders

• Manage Customer focused incidents through to completion that affect single or multiple orders

• Escalate customer issues to relevant stakeholders

• Collaborate with the Customer Service Manager to develop training programs for the customer service team to ensure a consistent and exceptional customer experience

• Keep informed across industry best practices and emerging trends in customer experience

• Ensure website content relating to fulfilment and customer service is up to date

• Champion customers experience related projects for Southeast Asia

Job Requirements:

• Minimum 2 years’ experience in a Customer Experience position/ order management within retail or like industry

• Previous experience working within the E-Commerce/Multi-Channel retail industry is advantageous

• Previous experience in either Warehouse Operations, Retail or Customer Care is essential

• Previous experience managing, developing, and coaching a team

• Previous experience building strong relationships with key stakeholders

• Full and demonstrated knowledge of Microsoft Office

• Excellent written and verbal communication skills

• Ability to adapt communication style to any given situation