Experience Management Head…

Job Description

Experience Management Head ShanghaiOperationsExperiencedThe E-commerce Service and Experience Team is part of the Governance and Experience organization and includes the functions of Customer Service, Seller Support, Creator Support, Global Operation Excellence, and Global Experience Management.
Our mission is to provide world-class service and experience for customers, sellers, and creators. We are looking for an Experience Management Head role to lead the global Customer, Seller and Creator experience to make sure we prioritize all their needs and help the company remain competitive advantages in the eCommerce field.

Roles & Responsibilities
1. Connect with corporate functional teams and collaborate with regional leadership teams as well as key market service delivery leaders to provide counsel and guidance on designing the customer and partner experience strategies, which aligns with global strategies and the latest eCommerce experience trend. Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and customer feedback trends to formulate customer-centric decisions.
2. New country launch experience – Develop and execute an integrated customer and partner experience plan in the country we enter to improve satisfaction across all segments, audiences and partner with business teams to drive accountability.
3. Voice of Customer experience – Be accountable for the global customer response and escalation processes through the Top Issues, Executive Hot Feedback, Response Management and Make Things Right Fund drive down customer contacts, thus pushing CPO to a lower level. Drive necessary changes to demonstrate commitment and passion for our customers and partners.
4. Post-sales and Logistics experience – Besides the overall customer journey, put special efforts to drive the post-sales experience to make customers happy via solving the shipment, delivery, and packaging-related issues to improve the opportunities of customer re-purchase rate.
5. User experience – Uplift customers/sellers/creators’ experience via designing a set of service products, for example, worry-free exchange for unfit size, partial return, x days worry-free return without reason and etc.
6. Seller experience – Design a set of service products and streamline the tools to facilitate the sellers’ business success. Make sure top sellers’ retention on the platform and empower them to run business in more countries per their business development needs.
7. Customer insight – Drive improvements based on NPS survey findings. Do industry research and competitive analysis and share the findings across business teams. Develop spot survey and scenario-based light survey to get an understanding of customers’ pain points, identify critical gaps, and list improvement plans.
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