CX Project & Strategy Management Lead

Job Description

1. Project Management & Strategy Execution

- Lead cross-functional CX projects, from initiation to completion, ensuring alignment with

company objectives.

- Develop and implement strategies to improve key performance metrics related to customer

experience.

- Proactively propose and execute project requirements based on customer feedback and

internal data analysis.

- Track project progress, update stakeholders regularly, and ensure all deliverables are met

within the set timelines.

2. Data Analysis & Monitoring

- Regularly analyze customer feedback and ecommerce data to identify opportunities for

improvement.

- Recommend and implement changes to processes, systems, and products to enhance

customer satisfaction and retention.

- Work closely with the data analytics team to ensure accurate tracking and reporting of CX

metrics.

3. Stakeholder Management & Communication

- Develop and implement SOPs for stakeholder engagement with the newly established CX

department.

- Serve as the primary point of contact between the CX team and other internal departments.

- Ensure clear and consistent communication with stakeholders at all levels.

- Present project outcomes, insights, and recommendations to senior management.

4. Team Leadership & Collaboration

- Manage a team dedicated to CX initiatives, providing guidance, support, and performance

evaluation.

- Foster collaboration with various departments to achieve project goals and overcome

potential blockers.

- Promote a customer-centric culture within the team and across the organization.

5. Reporting & Other Tasks

- Prepare and submit periodic work reports.

- Complete other tasks as assigned by the line manager.

Job Requirement

• Education: A Bachelor’s degree in Business Administration, E-commerce, Information

Technology, or a related field is required. A Master’s degree is considered an advantage.

• Experience: A minimum of 5 years of experience in project management is required, with

at least 2 years in a leadership position, preferably within the e-commerce or retail sectors.

• Technical Proficiencies:

- Expertise in project management tools and methodologies.

- Strong skills in data analysis and interpretation.

- Knowledge of CX metrics and best practices.

- Understanding of user research and usability testing techniques.

- Proficiency in Microsoft Office (Word, Excel, PowerPoint).

- Proficiency in English, both written and spoken.

- Experience with UI/UX tools is an added advantage.

• Skills:

- Demonstrated strong leadership and team management abilities.

- Strategic mindset with the capacity to align projects with broader organizational

goals.

- Excellent communication and interpersonal skills.

- Strong analytical and problem-solving capabilities.

- Ability to perform well under pressure and manage multiple projects concurrently