Senior Analyst

Senior Analyst

Are you a data-driven professional with a passion for elevating customer experiences? We’re on the lookout for a Senior Analyst to join our innovative Customer Experience Team, reporting directly to the Regional Head of Customer Experience.

In this high-impact role, you’ll work closely with a diverse array of stakeholders from multiple departments and across five key countries (Malaysia, Singapore, Hong Kong, Indonesia, and the Philippines). 

You’ll harness the power of data to uncover actionable insights, drive strategic improvements, and shape our shopping journey for customers. Strong interpersonal and communication skills are essential, as you will lead project management efforts to drive these initiatives forward.

If you excel in a collaborative, fast-paced environment and are motivated to make a real difference in customer satisfaction, we’d love to connect with you !
 

Responsibilities:

• Customer Experience Strategy: Assist in developing and executing regional customer experience strategies that align with company goals and enhance customer satisfaction.
• Process Improvement: Identify areas for improvement along the regional end-to-end customer journey and implement solutions to enhance efficiency and effectiveness. Work with other departments to ensure a seamless and integrated customer experience.
• Customer Feedback: Gather, analyze, and present diverse customer feedback to discern trends and pinpoint areas for enhancement. Leverage these insights to implement changes that elevate the overall customer experience.
• Performance Metrics: Monitor and report key performance indicators such as Net Promoter Score to use data to drive continuous improvement.
• Issue Resolution: Handle escalated customer issues and complaints from the CS Team, ensuring timely and effective resolution.

Requirements:

• Bachelor’s degree in Business, Marketing, or a related field.
• 4+ years of experience in Customer Service, Customer Experience, or project management roles (preferably with at least 1 year in a supervisory position).
• An analytical mindset with the ability to interpret data and make data-driven decisions.
• Strong leadership and team management skills.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Proficiency in Excel, Looker, and SQL is an advantage.
• Proficiency in English is mandatory.

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.