Head, Customer Experience and Recovery

Phra Khanong, Thailand /
Operations – Customer Experience /
Permanent, Full-time
/ Hybrid
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. 

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

Dissatisfied customers are almost always around for any company in the service industry, and through managing and ensuring that the issue resolution process for dissatisfied customers is fast and streamlined, your mission will be to convert a problem into an opportunity for the company that ultimately creates a more loyal customer base, which will further sustain our growth.

What you will do

    • Develop high level strategy, ensuring CS vision and mission are aligned with business objectives
    • Forecast customer needs to enhance offerings and competitiveness
    • Develop intervention strategies to mitigate gaps in delivery of logistics services
    • Analyse report and review better ways to approach problems through synthesising and reorganising the problem information
    • Keep yourself abreast with all the latest information on worldwide CS best practices, metrics and technology to better improve overall business processes
    • Define common goals, direction and accountability among staff 
    • Manage the recruitment and selection of new staff 
    • Conduct manpower and resource planning for the organisation based on business objectives and demand analyses 
    • Conduct performance reviews for staff 
    • Create succession plans to manage staff development and long-term resourcing across the department
    • Manage learning and development programmes across the department
    • Develop staff through ongoing coaching, mentoring and career discussions
    • Develop risk mitigation and business continuity plans
    • Develop reward recognition program
    • Manage succession planning & career progression opportunities
    • Optimise use of allocated resources and budgets within business activities
    • Evaluate operational policies, standards and procedures
    • Work closely with regional CS and REC team and local COO to ensure alignment and consistency

What you will need

    • Minimally 10 years of experience, with at least 3 years holding a leadership position
    • Bachelor’s Degree minimally
    • CRM system knowledge, COPC knowledge, ISO knowledge
    • Change Management
    • Customer Management
    • Strategic Service Excellence
    • Stakeholder Management
    • Strategy Implementation
    • Strategic Human Resource Management
    • Problem Solving
    • People Management/ Leadership
    • Communication 
    • Native Thai, Fluent English
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