Head of Customer Experience, Digital Services
Kuala Lumpur, Malaysia /
Digital Services – Digital Services /
Permanent, Full-time
/ On-site
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.
The Digital Services team provides e-commerce sellers with a suite of digital tools that automates and optimizes the most challenging aspects of the e-commerce process, allowing users to streamline order fulfillment and manage customer experience across various digital channels and platforms, integrating it with our delivery services to create a hassle-free experience.
The Head of Customer Experience will be responsible for leading and managing a team of customer support and customer experience professionals. This individual will be responsible for setting the vision, strategy, and goals for the customer support and customer experience function, as well as driving the execution of those goals.
Responsibilities
- Develop and implement a customer support and customer experience strategy that aligns with the overall business goals and objectives
- Lead a team of customer support and customer experience professionals, providing direction, coaching, and development opportunities
- Establish and maintain strong relationships with key stakeholders across the organization, including senior leadership, product teams, and other relevant functions
- Analyze customer feedback and data to identify trends and areas for improvement in the customer experience
- Develop and implement processes and systems to ensure that customer support and customer experience efforts are efficient and effective
- Set and track performance metrics for the customer support and customer experience function, and use those metrics to drive continuous improvement
- Oversee the development and management of the customer support budget
Requirements
- Bachelor's degree in a related field (e.g. business, marketing, customer experience)
- 8+ years of experience in customer support and customer experience, with at least 3 years of experience in a leadership role
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Proven ability to build and lead high-performing teams
- Experience with data analysis and reporting tools (e.g. Excel, Tableau) is a plus
- Experience with customer relationship management (CRM) systems is a plus
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