Regional Head of Customer Experience - Daraz Colombo

About the job

Daraz is South Asia's leading online shopping and selling platform, present in Sri Lanka, Bangladesh, Pakistan, Myanmar & Nepal. We currently operate an eco system of over 115,000 sellers, serving 5 million plus consumers with more than 20 million listed products. In 2018, Daraz was acquired by Alibaba Group & we are proud to carry out part of the mission to 'make it easy to do business anywhere'. We are leveraging Alibaba's global leadership in technology, online commerce, mobile payment & logistics to drive growth in our markets. Together with Alibaba, we are ready to empower entrepreneurs in the region & fulfil our promise to offer our customers the best selection of trusted products with a high level of convenience. Our Organization is characterized by smart talent with lots of energy & innovation. We have a culture that is extremely performance-oriented.

Key Responsibilities:

Strategic Leadership:

• Develop and implement a comprehensive customer experience strategy that aligns with the company’s goals and enhances customer satisfaction and loyalty.
• Lead, mentor, and inspire the customer experience team to deliver exceptional service and outcomes.

Customer Journey Optimization:

• Analyze the customer journey to identify pain points and opportunities for improvement.
• Design and implement initiatives that enhance the overall customer experience, ensuring consistency and excellence across all touchpoints.

Cross-Functional Collaboration:

• Work closely with other departments, including Marketing, Sales, Product, and Operations, to ensure a seamless and integrated customer experience.
• Act as the voice of the customer within the organization, advocating for their needs and expectations.

Performance and Analytics:

• Develop and monitor key performance indicators (KPIs) related to customer experience and use insights to drive continuous improvement.
• Utilize data analytics to understand customer behavior and feedback, translating these insights into actionable strategies.

Customer Feedback and Advocacy:

• Establish and manage systems for capturing and analyzing customer feedback.
• Develop programs to increase customer engagement and advocacy, such as loyalty programs and referral incentives.

Candidate Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree preferred.
• 5–7 years of extensive experience in customer experience management, preferably within the e-commerce industry.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in data analysis and customer feedback tools.
• Creative problem-solving skills and a customer-first mindset.