Senior Manager - Customer Experience Strategy - eCommerce/Startup

This role is responsible for facilitating ownership of Customer Experience throughout the customer journey.

The position entails the candidate to have a clear vision of the ask and wants of the customer and to make the organisation processes more customer friendly.

Our vision for customer experience is alignment to strategic customer segments' expectations and goals, for seamless, transparent, and frictionless (hassle-free) experience that sustains mutual growth.

1. Learn the business and identify opportunities for improvement via technology, processes, or systems enhancements. Build plans, perform cost-benefit analysis, and provide thoughtful well-researched recommendations that answer key business questions and improve Customer Experience across.

2. Engage with internal business partners to align priorities and develop strategic plans. Build tools to analyze and test process improvements.

3. Partner with Product and Tech to develop and design plans. Then, work with cross-teams to gain user adoption, execute the plan and assess its impact.

4. Leverage analytics to drive customer experience optimization. Work closely with planning, creative and analytics to develop truly evocative and impactful experiences. Contribute to the new business expansion plan to help showcase the CX strategy capabilities.

5. Oversee the management, organization, presentation, and reporting of key department data, records, resources, performance, and documents.

- MBA from top-tier institution with a strong academic background in business strategy and growth with analytically driven mindset

- 5-6 years of relevant work experience in Strategy/Program Management/Consulting with fast moving tech startup/e-commerce or other related field.

- Should have experience of designing systems from scratch.

- Should have experience of working with presentations & reports formulation for CXOs.

- Should have previous experience of working in conjugation with Business, Product and Tech teams.

- Should have a self-starter attitude - you can lead "first time" assignments with no playbook from initial question development to rollout.

- A proven ability to track, prioritize, and drive projects - you are known as someone who "gets stuff done".

- Excellent ability to collaborate and apply a cross-functional mindset.

- Driven by working hard, being challenged in a fast-paced environment, and having fun while doing so.

- Should understand the customer's pain points and have zeal to solve customer problem.

- Should be confident enough to become "Customer's Voice".