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Project Manager - Customer Experience

Superior Customer Experience drives revenue growth. Satisfied customers are more likely to return to a company and recommend it to their peers. This is why customer-centricity is a core pillar at ZALORA. 
A role in Customer Experience puts you at the intersection of insights generation and project management. You’ll be constantly, curiously, and critically analyzing our various customer touchpoints – whether on the website, with our product, or through our operations – and thinking up creative ways to enhance them with either process improvements or even product innovations. The role is cross-functional by nature, which means that you will be learning from and working with teams across departments. 

We will look to you to champion customer satisfaction as a strong profit driver and help instill this mindset across the company. We need someone who is just as comfortable getting their hands dirty as they are with strategizing. You will need to see your insights through – from ideation to implementation – so we hope you will be self-driven, independent, but also great at rallying project teams.

Responsibilities:

  • Extract, analyze, and monitor quantitative customer experience metrics from multiple data sources using various business intelligence tools
  • Gather qualitative customer feedback via research methodologies like surveys, interviews, and usability tests
  • Conduct market and competitor analyses on trends and opportunities in e-commerce 
  • Relay actionable insights to relevant stakeholders in engaging and digestible formats – whether with tools and systems, reports, dashboards, or presentations 
  • Collaborate with other departments in formulating strategies to improve customer satisfaction across the entire shopping journey 
  • Rally, lead, and coordinate project teams to implement the resulting process improvements or to build new tools or product features 
  • Interface with both commercial (Buying, Marketing) and technical (Operations, Web Design, Engineering) stakeholders, as well as their Regional counterparts

 
Requirements:

  • Bachelors’ or Masters’ degree from a reputable university 
  • 3-5 years of experience in consumer insights, data analysis, strategy/ consulting, or project management 
  • Analytical and critical thinking, excellent communication and presentation skills 
  • Skilled at managing multiple cross-functional projects at a time 
  • Experienced with leading diverse teams whose members are not under his/her direct supervision 
  • Strong background in Excel and PowerPoint 
  • Preferrably working knowledge on technical/analytical toolkits such as SQL, GA, Tableau 

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.

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