Remote Customer Experience Lead

Summary

Join a dynamic and innovative Tech E-commerce Group as a Customer Experience Lead to improve customer shopping experience through data analysis, process management, and leadership.

Requirements

• Expertise in Data Analysis
• Experience in handling NPS, Detractors, Refund and Return rate
• Process Management
• Leading people would be an advantage
• Customer-Centric Mindset
• Attention to Detail
• Project Management
• Strategic Thinking: Customer Journey Mapping
• Leadership and Influencing
• Decision Making

Responsibilities

• Monitor and analyze critical KPIs, including Subscription Churn, Net Collection and Return Rate, Cancellation Rate, Refund and Return Rate, Product Rating and Fit As Expected Performance, and Net Promoter Score
• Handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc

Benefits

• Remote work
• 15 working days of paid holidays
• Learning subsidy