About the role: 

This role will be based in Thailand and its main goal is to ensure that our pandamart customers enjoy every step of their grocery shopping experience starting from products browsing on apps/web, how the order is processed in a micro fulfillment centre, quick delivery and post-order service.

What's on your menu:

  • Pilot and own ‘Customer First’ cross-functional initiatives that improve end-to-end customer experience
  • Map the customer journey for the Thailand pandamart customers and identify all touchpoints
  • Identify “what can go wrong” early in the process and mitigate the potential risks
  • Perform deep dives and work with various departments to identify key pain points and draw out actionable insights to and make recommendations for improvements/enhancements
  • Cross collaboration for process improvement with various local and regional departments such as operations, commercial, product, customer service and marketing.
  • Learn and implement operational best practices and set-ups in collaborations with the APAC team
  • Manage projects and coordinate initiatives to ensure that new product features, projects and process improvement initiatives are delivered on-time, within scope and with successful implementations
  • Own, monitor and improve key KPIs such as NPS, Reorder rate, Issue rate etc.)

What do you bring to the table:

  • Obsession for customer-centricity, while solving complex operational issues
  • 3-5 years of experience in a service, e-commerce or consulting industry
  • Minimum 2 years of project management experience
  • Able to think big and deliver initiatives from concept to execution
  • Ability to work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills
  • Experience with managing customer-facing projects and NPS management
  • Strong data analysis skills and knowledge of Microsoft Excel is a must
  • Excellent English communication skills - reading, writing and speaking
  • Service design, design thinking and/or customer journey mapping skills are a plus

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