Position Summary

Role and Responsibilities

Your Key Responsibilities:

Manage:

• Oversee the day-to-day achievement and maintenance of agreed eCommerce CS KPIs

• Standardise for the efficient/optimised eCommerce support at the European level

• Analyse and improve as-is processes around eCommerce customer care where required

• Manage new/ongoing eCommerce projects for deliverables and outcomes

Build:

• Develop new eCommerce CS strategy to support in both achieving operational efficiency and boosting direct sales via Contact Centres

• Collate the policies/procedures across the EU subsidiaries and standardise at the European level

Optimise:

• Coordinate and facilitate the eStore requirements for new change management

• Collaborate with the partners amongst local subsidiaries, BPOs, Europe and HQ level across CS to Marketing/Sales teams for the realisation of requirements

Innovate:

• Develop robust workstreams with various stakeholders based on the current & new platform for the better CX and agent journey of the ticketing process for order, refund, refund, cancellation etc.

Skills and Qualifications

To be successful, you will possess the following skills and attributes:

• Experience of held a managerial role in eCommerce platform/strategy projects, like Project Manager, Delivery Manager or Technical Manager in CS or Marketing team

• Familiarity/knowledge on eCommerce Platforms/Process such as Hybris, Salesforce, ServiceNow, Zendesk etc. is a plus

• Strong project managing and organisational skills with attention to detail

• Strong interpersonal skills and inter-cultural working background (experience at the regional HQ of global brand is a plus)

• Technical, analytical, and presentation skills with a high degree of self-motivation and can-do demeanour with strong MS office skills

• Ability to work under pressure and deadlines. In addition, must be able to manage multiple projects and often competing priorities

• BA degree or equivalent practical experience, advanced degree preferred

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