Job Openings CEM Lead

About the job CEM Lead

Role Scope

  • Establish all the policies and CX management processes pertaining to the expansion projects, in partnership with different Stakeholders
  • Oversee the customer experience from the checkout to the end of the customer life cycle
  • Root-cause and identify customer issues and build effective long-term solutions
  • Develop a portfolio of Customer Experience enhancement initiatives
  • Benchmark and advocate for processes that would improve the shopping experience
  • Establish a Voice of the Customer (VOC) framework, contact reduction / defect elimination mechanisms and CX improvement culture with Retail team
  • Daily interaction with Stakeholders to ensure a prompt response to emerging customer impacting issues
  • Act as Subject Matter Expert (SME) on how product features and website performance impacts CX.
  • Act as the liaison between various JDID teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for CX improvement
  • Understand, analyze and communicate metrics such as CPO, DAU, Repurchase rate.
  • Analyze and propose process improvement initiatives within every step of the shopping experience
  • Work with internal teams to benchmark and design processes which improve the shopping experience
  • Establish awareness of the way business operates to ensure process improvement initiatives can be driven through without friction
  • Project management of initiatives identified to improve the shopping experience
  • Oversee the roll-out of initiatives by working closely with various teams and departments
  • Communicate and present CX KPI reports and initiatives to the senior management, functional departments as well as external partners
  • Partner with the management team to align the customer experience initiatives and projects with the company's objectives
  • Drive the customer-centric mindset in the organization by promoting CX collaboration with other teams
  • Maintain in-depth knowledge of JDID systems and processes
  • Work closely with the Operations team to ensure all customers have accurate and timely information on order status and/or changes

Experience/Skills

  • Successful candidate will be able to manage several projects/initiatives at same time.
  • Track record of sourcing and analyzing multiple sources of data to provide clear reporting of issues and how they affect the shopping experience
  • Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
  • Capability to make efficient and effective process improvement proposals
  • Flexibility to respond quickly to change and to reprioritize in the face of emerging issues and daily operation’s needs.
  • Ability to deal with ambiguity and to solve problems even with limited information
  • Strong evidence of relationship-building across various internal departments within an organization


Basic Qualifications

  • College degree is required
  • Strong knowledge in Microsoft Excel and Word
  • Analytical skills
  • Project management experience
  • Fluent Bahasa and English


Additional Qualifications

Experience within Customer Service or Retail organizations is a strong plus
Working knowledge of Data
Mandarin skills will be a plus