Trafilea Tech E-commerce Group is hiring a
Customer Experience Lead

Summary

Trafilea is seeking a Customer Experience Lead to analyze KPIs and improve the shopping experience for customers. This remote position offers opportunities for professional growth, a commitment to diversity, equity, and inclusion, and a great benefits package including paid holidays, learning subsidy, and remote work.

Requirements

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

Responsibilities

• Improve the shopping experience for customers by monitoring and analyzing key performance indicators (KPIs) such as 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

Preferred Qualifications

Leading people would be an advantage

Benefits

• Collaborate with world-class talents in a data-driven, dynamic, energetic work environment
• Opportunity to grow and develop both professionally and personally
• Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion
• Openness to new ideas and initiatives
• Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!