Customer Service Manager

Reporting to the Head of Operation, you will be responsible for:
• Lead the development of customer excellence projects, programs, and processes intended to help the organization understand, analyze, and create a positive customer experience along every touch point
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback
• Identify innovation opportunities in customer experience, develop and prioritize initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty
• Conduct proof-of-concept on new approaches for successful roll-out and adoption by the businesses
• Develop measurement tools, as well as change and communications programs, to continuously improve the adoption of best practices throughout the organization
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience
• Align and govern the customer experience and the adoption of innovation frameworks across the organization