Customer Experience Manager  

At ZALORA, it’s the people that makes our company tick. We’re a mix of experts in fashion, logistics, data analytics, marketing, and design, guided by business consultants and tech geniuses – everyone contributes to the success of ZALORA. If this sounds like your kind of gig, be part of a creative, passionate and dynamic team that works hard but throws a great party as well!

Overview

We are looking for a driven Customer Experience Manager who will oversee the Customer Experience (CX) Management team. As the CX Manager, you are a self-driven and independent leader who can oversee CX improvement projects and day-to-day customer recovery programs. You will be held accountable for the E2E customer journey and lifecycle management. You will closely monitor of happiness of customers in each leg of the journey. You will be coming up with innovative CX improvement projects affecting the different parts of the organization corresponding to that part of the journey, may it be Buying, Marketing, Logistics or Fulfillment. You are expected to collaborate closely with multiple stakeholders across different departments.

The Customer Experience Manager is a department head, reporting to the Head of Customer. You are expected to be process- and customer experience-oriented, with ability to solve unfamiliar problems with a structured and analytic approach. You must be able to coach your team members as they help you coordinate organization-wide changes. You must have a passion for customer experience, and are capable of taking a holistic, E2E perspective of issues and opportunities. You must be able to engage in strategic planning and help create a vision for the best experience for ZALORA’s customers. Lastly, you must be able to execute and achieve that vision of ZALORA as a Customer Experience Leader both in the Philippines and across the region.

We are looking for a CX Manager who is:

• Customer-focused: Singular focus on and empathy for both customers and potential customers
• Leader and coach: Able to influence people from outside the team and develop your direct reports into future leaders of ZALORA
• Structured Problem-solver and Data-Driven: Thinks through issues with structure and uses data to come up with solutions
• Reliable and Independent: Has a track record in delivering outcomes and results, through own initiative with minimal direction
• Resilient and Fast-learner: Knows how to manage setbacks and has a continuous learning and improvement mindset

Your diverse responsibilities would be:

• Oversee the Customer Experience Management teams which includes Projects and Customer Recovery teams
• Engage in strategic planning, budget and resource planning for both teams
• Accountable for customer experience KPIs and prepares corresponding reports
• Generate customer experience improvement initiatives through data insight, ongoing measurement and relentless drive to continuously elevate the customers‘ experience
• Implement projects related to customer experience, continuously improving people, processes and systems End-to-end Customer Experience Management
• Keep up-to-date and share the latest developments and leading practices re: customer experience to his/her teams and to the rest of the organization
• Coach and develop direct reports to be future customer experience leaders
• Collaborate with departments both within and outside of Operations for CX improvement initiatives
• Coordinate across departments in case of customer experience issues
• Work with regional teams to drive projects and improvement initiatives affecting ZALORA’s other ventures in Asia-Pacific region

What are we looking for?

• Graduate of Bachelor’s or Master’s Degree in Business, Economics, Engineering or equivalent.
• >2 Years of experience in customer experience, project management or similar roles.
• Proven track record of initiating, planning and delivering projects.
• Strong problem solving, data analysis skills and able to interpret large amounts of data quickly.
• Proficient in MS Excel and is able to learn unfamiliar systems quickly.
• Entrepreneurial drive and able to work with minimal / ambiguous direction.
• Have experience managing multiple teams in multiple sites.
• Excellent written and communication skills.
• Excellent internal and external stakeholder management skills.
• Willing to work in BGC, Taguig City and travel as needed.