Manager, Consumer Experience & Service Management

About Us

AliExpress is part of Alibaba International Digital Commerce Group. Launched in 2010, AliExpress is an international marketplace enabling global consumers to buy directly from manufacturers and distributors in China and around the world. It is available in 18 languages, including English, Portuguese, Spanish and French.

Why Join Us

AliExpress elevates shopping with quality products and superior service, streamlining global commerce for SMEs. Imagine a career where your growth is limitless, collaborating on transformative projects with global impact.

AliExpress boasts a global team that spans various countries including China, Spain, the United States, Korea, Saudi Arabia, Brazil, among others. Wherever you are, you'll find AliExpress's spirit of innovation and collaboration.

What We Look For

At AliExpress, we seek passionate, dedicated individuals who thrive in collaborative and innovative environments. Ideal candidates are enthusiastic team players committed to learning and contributing. We value both strategic thinking and proactive execution. Join us, and let's explore limitless possibilities together.

Job Descriptions

You will be part of the Customer Service & Experience team located in Paris for AliExpress Europe. Your focus will be to understand the customer experience from beginning to end with AliExpress Europe and find opportunities to work with various departments/organizations to ensure that the customer experience is seamless and improved everyday.

● VOC analysis to be able to identify opportunities and propose solutions

● Work cross-departmentally with various teams to ensure that seamless customer experience is provided

● Create and lead initiatives that impacts the customer's journey

Qulifications

● Minimum 3 to 5 years' experience in customer service or customer experience management environment

● Bachelor's degree or equivalent related experience (customer service, e-commerce, online platform)

● (Mandatory) Native in French, business level verbal and written communication skills Mandarin and English will be a plus

● (Mandatory) Ability to effectively work through a highly matrix organization and work cross-departments

● (Mandatory) Exceptional organization and time management skills

● (Mandatory) Strong communication skills

● (Mandatory) Have experience in leading customer service enhancement or customer experience improvement projects from planning until execution

● (Nice to have) Take initiative, ownership and be a self-starter

● (Nice to have) Analytical skills, to be able to compile and read through big data, and report to internal or external teams

AliExpress is an equal-opportunity employer. We firmly believe in and practice non-discrimination and inclusion. We welcome and respect individuals from different backgrounds, cultures, communities, and perspectives. Our diverse workforce is a testament to our commitment to equality, ensuring that everyone has an equal opportunity to succeed and contribute.