Job Description

Do you love food and convenience put together? Then you just might love foodpanda. foodpanda is the leading, on-demand food delivery company in APAC, bringing online thousands of your best loved restaurants, grocery stores and pandamarts into your home or office - fast! We're all about bringing on the smartest folks as we continue to grow with an "all hands on deck" environment and hire those who can thrive in a startup culture. About the role: As a Customer Experience Assistant Manager, your main goal is to ensure that our pandamart customers enjoy every step of their online 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' initiatives that improve end-to-end customer experience by working collaboratively with cross-functional teams across the organization
• Perform deep dives into SOPs and product flows to identify pain points and draw out actionable insights
• Reduce customer-related order failures and monitor customer fraud on an ongoing basis
• Study loss claims (refunds, vouchers etc.) related to inefficient customer-related operations and recommend improvements to operational SOPs
• Assist the local team with the roll out of new product features related to customer experience (testing) & monitor the results of the new features by measuring key KPIs
• Learn and implement operational best practices and set-ups suggested by the APAC team
• Project manage and coordinate initiatives to ensure that new features/projects are delivered on-time, within scope, with successful implementations
• Own, monitor and improve relevant KPIs (NPS, Re-order rate, Incidents 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 required; SQL is a plus.
• Excellent written / verbal communication and presentation skills in English to influence relevant stakeholders
• Service design, design thinking and/or customer journey mapping skills are a plus

What we have for you: We have a steep learning curve and because of that, not a day is boring here! This is a place for those looking for challenges, learning and fast growth. You will experience the start-up environment in a stable global organization When food marries tech -it's just a promising industry

• We have a vibrant and international team with diverse backgrounds
• This is a brand with competitive employees in an all hands on deck environment!
• We recognize top performers, welcome our newbies, and share good food!
• Competitive package, incentives, allowances, food perks, HMO, and more!

Up for a challenge? Apply Now!