全球速卖通事业部(AliExpress)-Consumer Experience & Service Management Manager-Europe

Basic Information

Department:

Alibaba Group

Degree:

Bachelor

Work Experience:

5 years

Job Description

1. Responsible for the overall strategy of service and shopping experience for AliExpress Europe market based on a comprehensive understanding of the needs of local e-commerce consumers.


2. End-to-end Purchase Experience Enhancement to Facilitate Business Growth.


3. Establish an overviewed insight into the pain-points and opportunities of the whole purchasing life cycle based on the understanding of Europe customers and the market environment, covering the whole experience journey of registration, browsing, ordering, payment, logistics, receiving, after-sales, etc.


4. Establish cooperation mechanisms with related business departments to work out feasible solutions and ensure all counterparts are aligned and jointly implement the enhancements, dedicated to continuously improving experience.


5. Engage customers with impeccable service experience: Have an in-depth understanding of localized service preference and able to analyze with VOC to pin down the key opportunity of service optimization. Leverage AI service and live agent resources to facilitate service quality and efficiency to improve experience.

Position Requirement

1. A minimum of 5+ years' experience in customer service and experience.


2. Bachelor’s degree or equivalent related experience (Master’s preferred).


3. Excellent verbal and written communication skills in both French and English; Mandarin will be a plus.


4. Strong communication skills and cross-functional collaboration skills.


5. Ability to think strategically and demonstrated success in leading a team; must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results without a direct reporting structure.