customer experience Assistant ManagerFoodpanda

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!
Foodpanda

Metro Manila
Permanent
Full-time