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Regional CX Manager

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.

 

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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