VP – Customer Success Job Vacancy in DARAZ SINGAPORE PRIVATE LIMITED Singapore – Updated today

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Full Details :
Company Name : DARAZ SINGAPORE PRIVATE LIMITED
Location : Singapore
Position :

Job Description : About Daraz:
Daraz is the leading online marketplace in South Asia, empowering tens of thousands of sellers to connect with millions of customers. Daraz provides immediate and easy access to 10 million products in more than 100+ categories and delivers more than 2 million packages every month to all corners of its countries. Daraz is a mall, a marketplace and a community for its customers. It is also a university for entrepreneurs, and every month it educates more than 5,000 new sellers on e-commerce operations. To overcome the logistics challenge in its markets, Daraz has built its own logistics company specifically designed for e-commerce operations – Daraz Express (known as DEX) – to raise the standards for the industry. Daraz is also helping existing and new logistics providers digitize. In 2018, Daraz was acquired by Alibaba Group, and is proud to carry its part of the mission to ‘make it easy to do business anywhere in the era of the digital economy’. As part of the Alibaba ecosystem, Daraz is leveraging Alibaba’s global leadership and experience in technology, online commerce, mobile payments and logistics to drive growth in its markets.
HungryNaki is the pioneer and super app for food delivery in Bangladesh, started in 2013. HungryNaki delivers food from over 1000+ restaurants, cloud kitchen, home kitchen & caterers. Currently HungryNaki operates in 8 cities in Bangladesh and addresses a 50M+ urban population. After 7 successful years in operation, HungryNaki was acquired by daraz in December 2020, in its bid to become a one-stop shop for all of our customers’ needs. After successfully scaling the business, the daraz team is looking to ramp up operations by expanding into 3 other markets in the course of 2022.
The role is part of the daraz Food leadership team, and is an integral part of making the HungryNaki of today the daraz Food of tomorrow. The VP for Customer Success will spearhead our best efforts to make our products and services customer-centric, keeping the users and stakeholders’ needs at the core of everything we build and do. The VP for Customer Success’ goal is to ensure customers reach their desired outcomes when using our service, and leverages the voice of the customer (VoC) to gather feedback about their experiences using our products and services, focusing on customer needs, expectations, understandings, and product improvement.
The scope of the role encompasses our eaters that trust us to deliver their meals within a certain time, but also our restaurants and shops that look at daraz Food as a way to expand their business and reach new customers thanks to our services, as well as our riders that brave the roads to make a living thanks to the ecosystem we build: our success is contingent on that of all 3.
Key responsibilities include:
Strategize: build the strategic vision and goals for what Customer Success should mean and stand for at daraz Food, and ensure major stakeholders are working towards these;
Define: the OKRs, KPIs and targets to track to keep a measurable approach to our efforts both in terms of benefits accrued (NPS, CES) but also in terms of the cost and ROI of undertaking various initiatives to ensure efficiency of our programs;
Build: and lead a strong and ambitious team of VoC advocates both regionally and locally;
Foster: customer lifetime value by defining the customer journey, deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases, collaborating across teams to identify and pursue customer growth opportunities;
Embody: our customers desires, needs, criticisms and be their internal voice;
Lead: the development of the product roadmap, utilising all the collected data to inform improvements required in our product and/or services that can help improve our eaters, sellers and riders’ experience;
Chair: routine performance management, providing strategic direction and guidance to various projects, and provide support when and where needed to advance Customer Success goals;
Advocate: build strong relationships with teams across all departments – both locally and regionally – to drive these strategic initiatives;
Experiment: Use data-driven decision making and sound business judgment to identify improvement opportunities across departments, run tests, and innovate our business;
Do: figure out how to get from A to B – and actually make it happen;
Grow: help the business get better, every day, 1% at the time.
Qualifications:
Experience: 6+ years experience in a customer-centric role or in a management role, leading high-performing teams (ideally in food delivery or in a marketplace)
About You
Customer-obsessed: ability to lead the roadmap and deliver multiple priority projects that focus on driving customer satisfaction in a fast-paced, rapidly changing environment;
Self-starter: you have a bias towards action and are able to thrive in a fast-paced, constantly changing work environment;
Leader: you have a demonstrated ability to inspire change in a large organization, working and persuading multiple stakeholders at different levels of a multicultural organization;
Problem solver: you have a talent for synthesising complex projects, can independently translate high-level goals into actionable plans, and enjoy implementing processes;
Fast learner: you can ramp from being familiar to being an expert in a matter of days;
Entrepreneurial: you crave responsibility and want to help shape the vision and direction of the company;
Owner: you’re always looking for opportunities to better your work product and own the outcome – both the good and the bad;
Relationship-builder: You can influence and motivate people without authority, at all levels across a variety of job functions.
What we offer:
International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.
A platform to learn from Alibaba’s world-leading ecosystem
Rigorous training and exposure in team management, leadership, business analytics, and operations.
An opportunity to train the next generation of business leaders in the ‘tech’ industry.
Competitive salary and incentive package
Health & life insurance
Relocation support (if applicable)

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