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Lazadacrossborder-Customer Experience Operation-消费者体验运营专家

发布时间: 2019-06-12 工作地点: 深圳 工作年限: 五年以上
所属部门: 阿里集团 学   历: 本科 招聘人数: 1

团队介绍:

Lazada is the No. 1 online shopping & selling destination in Southeast Asia – present in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam. Lazada helps local and international sellers as well as brands serve the millions of consumers in the region through its marketplace platform, supported by a wide range of tailored marketing, data and service solutions. Southeast Asia is the next big internet market and global melting point for the whole world e-commerce.

岗位描述:

1. Responsible for the consumer experience improvement and optimization of Lazada cross-border business. Through in-depth analysis of the consumer pain points from e-commerce platform, design the improvement strategy and action plan, by leveraging service and commercial resources for implementation.
2. Focus on the overall service experience strategy and planning, locate the consumer experience issues or improvement area through consumer feedback and behavioral data analysis from local countries, set priorities and implementation path, and drive for scalable solution by specific projects.
3. Explore the consumer experience pain points from commercial perspectives, develop corresponding commercial service solutions based on group resources and cross-department cooperation, and improve consumer experience.
4. Coordinate commercial, data, product, tech and other related team resources through cross-department cooperation to obtain measurable business results.
5. From the competition perspective, and continue to provide cross-border consumers with service experience beyond their expectations through continuous service model innovation and reengineering.

1. 负责Lazada跨境业务消费者体验提升和优化工作,通过深入分析平台消费者全链路体验痛点,制定体验提升规划、方案及行动策略,并撬动服务端和行业端资源落地实施;
2. 围绕服务体验的整体规划和策略,通过各国消费者反馈和行为数据分析,准确定位消费者体验痛点或提升点,快速完成优先级确认和实现路径,并通过具体项目推进实现,并把解决方案规模化;
3. 挖掘在细分行业下消费者体验的痛点,结合集团资源与跨部门合作,制定相应的行业服务解决方案,提升消费者体验;
4. 通过跨部门合作,协调行业、数据、产品、开发等相关团队资源,拿到可衡量的业务结果。
5. 直面竞争,通过持续服务模式创新和再造,不断为跨境消费者带来超乎期待的服务体验;

岗位要求:

1. More than 6 years of working experience in Internet marketing industries, with working experience in cross-border e-commerce retail business of consumer service, marketing, user operation, business analysis and other related fields. Relevant working experience in consumer experience research and consulting institutions is preferable. Have a certain depth of theoretical research and business practice on the characteristics and differences of commodity quality, logistics and after-sales service experience in cross-border e-commerce retail industry;
2. Strong systematic thinking ability and keen data mining ability, able to draw accurate and comprehensive analysis conclusions by using acquired data and information;
3. Strong business driving force and cross-team and cross-functional communication and coordination ability. Excellent execution, innovation and learning ability. Experience in project coordination and management.
4. Have a certain concept of Internet product tools, can quickly learn product tools, and have the idea and optimization ability of product tools operation.
5. Results-oriented, with flexibility when facing difficulties, full of positive energy, fluent English communication is preferable.

1、6年以上互联网行业市场工作从业经验,具备跨境电商零售业务消费者服务、营销、用户运营、业务分析等相关领域工作经验,有消费者体验研究咨询机构的相关从业经历优先。对跨境电商零售行业商品品质、物流和售后服务体验等方面的特性和差异具有一定深度的理论研究和业务实践;
2、具备较强的系统性思维能力和敏锐的数据挖掘能力,能够利用获取的数据和信息得出准确、全面的分析结论;
3、很强的业务推动力和跨团队、跨职能的沟通协调能力。执行力出色,具备创新力和学习力。具备项目统筹和管理经验;
4、对互联网产品工具有一定的概念,能够快速学习产品工具,并具有产品工具运营的思路和优化能力;
5、结果导向,面对困难灵活调整策略,充满正能量,英语沟通流利者优先。

 

 

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