Senior Manager/ Vice President, Regional Customer Experience-Ho Chi Minh

The Customer Experience (CX) team is responsible for improving end to end journey experience for our customers (buyers and sellers) on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.
You will lead strategic, cross-functional projects across SEA to drive customer value creation and resolution of customer experience friction areas.
This position will engage in holistic business problem solving, clearly defining multi-faceted projects and outcomes, and regular communication with senior management.
Strategic thinking, comfort with data analysis, cross-functional influence, project management, and executive presentation skills are essential.
Key Responsibilities:
- Lead senior management sponsored programs that aim to deliver differentiated customer value proposition
- Own key customer journey milestones to drive an exceptional customer experience from discovering issues through customer research to prioritizing efforts through business modelling
- Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies
- Ensure complex initiatives are executed on-time, within scope, with successful implementation by all relevant stakeholders
- Support Group Head of Customer Experience on initiating and delivering new strategic initiatives and special projects