Customer Experience Manager

5G-Starlink Pte.; Malacca City; On-site; MYR 90,000 - 150,000; Full time

Job summary

foodpanda Malaysia is seeking a Customer Experience Manager to lead in-depth CX analysis and craft data-driven strategies to propel growth for Pandamart. You will drive NPS improvements, translate insights for store managers, and deliver clear, graph-supported reports.

You will collaborate with cross-functional teams in a fast-paced, multicultural environment, monitor CX KPIs, forecast trends, and ensure initiatives from regional teams are executed. Fluency in English is essential.

Qualifications

• 4–5 years in E-Commerce, CX, CRM, or Customer Insights.
• Experience with SQL databases and Tableau.
• Advanced Excel and PowerPoint for reporting and visualization.
• Strong data-driven decision making.
• Excellent English, written and spoken.
• Able to work in multicultural, fast-paced environments.
• Independent problem solver with proactive attitude.

Responsibilities

• Conduct in-depth CX analysis and develop data-driven strategies to propel Foodpanda Malaysia's growth.
• Improve overall Pandamart NPS scoring.
• Communicate customer insights to store managers to improve service quality.
• Prepare reports with graphs and translate complex results into clear text.
• Provide insights on performance against targets.
• Track and forecast trends in incident rates and growth opportunities.
• Gather information on competitors to provide management with insights.
• Collect and analyze data on customer preferences to identify market potential.
• Manage and run initiatives from the regional team.
• Analyze NPS and conduct random checks on customer verbatims.
• Monitor and analyze Pandamart incidents; plan CX projects and initiatives.
• Communicate CX insights to CX regional team.

Skills

E-Commerce

Customer Experience

CRM

Customer Insights

English communication

Analytical thinking

Data-driven decisions

Tools

Tableau

SQL

Excel

PowerPoint

Job description

About the job Customer Experience Manager

Responsibilities

• Responsible for conducting in-depth Customer Experience analysis and coming up with data driven strategies to propel foodpanda Malaysias growth.
• Understand NPS scoring structure and be able to improve overall Pandamart NPS scoring.
• Able to communicate the Customer insights to respective store managers and help the store managers to improve their service quality.
• Prepare reports on findings while illustrating data with graphs and translating complex results into written texts that are clear and understandable.
• Provide insights on performance against targets.
• Track and forecast trends in both incident rates and be able to identify growth areas and propose strategies to tap into these growth opportunities.
• Gather information on competitors and conduct analysis on their services and methods of distribution to provide management with insights on the competition.
• Collect and analyze data regarding customer preferences, demographics, buying habits and needs to better identify market potential and factors that influence product demand.
• Manage and run any initiatives from the regional team.

Day to day activities

• Analyze NPS
• Conduct random checks on customer verbatims
• Monitor and analyze incidents of Pandamart
• Plan projects and initiatives to ensure customers experience & satisfaction are managed
• Actively communicate with related department to discuss findings
• Monitor and analyze reorder rate
• Maintain a CX Tracker to keep track of projects and initiatives
• Conduct weekly, biweekly, monthly & quarterly meetings to present CX Insights
• Communicate CX Insights to CX regional team

Requirements

• At least 4 to 5 Years of experience in either E-Commerce, Customer Experience,
• CRM or Customer Insights
• Experience working with SQL Databases and/or Tableau is required.
• Advanced user of Excel and PowerPoint for reporting and data visualization.
• Hands on and get things done attitude: be ready to manage constantly developing requirements.
• Able to commit to deliverables based on agreed deadlines.
• Comfortable working in multicultural, fast-paced environments.
• Excellent organizational skills and attention to details.
• Highly analytical and able to make data-driven decisions.
• Problem Solver. Independent and experienced troubleshooter that is able to identify and propose solutions to issues/problems that arise.
• Highly proficient in both spoken and written English.
• Position is open for all nationalities to apply