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Manager, Marketplace Performance & CX Insights
Full-time
KrisShop is seeking a Manager, Marketplace Performance and CX Insights to drive customer experience excellence by uncovering gaps in the customer journey, driving seller performance, and streamlining operations with automation. You'll lead a team and collaborate cross-functionally to transform deep data insights into scalable, high-impact operational improvements.
Merchant Policy Management and Compliance
Design, review, and improve e-commerce platform policies covering stock availability, delivery performance, and product quality.
Monitor merchant performance and compliance, investigate root causes, and recommend corrective actions.
Collaborate with business teams to build an efficient seller onboarding journey with clear compliance guardrails.
Customer Journey Stewardship
Manage end-to-end customer experience journeys, using VOC and CSAT analysis across web, social, and contact channels.
Collaborate with the UX team to analyse user behaviour and identify opportunities to improve the platform experience.
Coordinate with Business Operations, CX, and Digital Technology teams to turn journey insights into operational adjustments.
Business Process Optimisation and Governance
Identify complex process failures and synthesize findings into optimized "to-be" workflows.
Lead end-to-end process improvement initiatives from problem definition through implementation and outcome tracking.
Drive a culture of thorough documentation, structured repositories, and standard operating procedures.
Data, Digital and Automation
Project manage the development of dashboards, reports, and self-service analytics for merchant and operational KPIs.
Implement automation and GenAI features (e.g. Power Automate) to streamline manual workflows.
Oversee the CRM ecosystem, setting the platform roadmap, configuration standards, and enhancements.
Team Leadership
Guide, prioritize, and coach team members, balancing workloads and upskilling into advanced analytical capabilities.
Qualifications & Skills
Bachelor's degree in Business, Marketing, E-commerce, Data Analytics, Information Systems, Industrial Engineering, or a related field; candidates with a Diploma and at least 8 years of relevant experience may also be considered.
