Manager, Consumer Experience & Service Management, madrid

Manager, Consumer Experience & Service Management, Madrid

Client:

AliExpress

Location:

Madrid, Spain

Job Category:

Other

EU work permit required:

Yes

Job Reference:

255874022701950566432460

Job Views:

4

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

About Us

AliExpress is part of Alibaba International Digital Commerce Group. Launched in 2010, AliExpress is an international marketplace enabling global consumers to buy directly from manufacturers and distributors in China and around the world.

Why Join Us

AliExpress elevates shopping with quality products and superior service, streamlining global commerce for SMEs. Imagine a career where your growth is limitless, collaborating on transformative projects with global impact.

What We Look For

At AliExpress, we seek passionate, dedicated individuals who thrive in collaborative and innovative environments. Ideal candidates are enthusiastic team players committed to learning and contributing.

Job Descriptions

You will be part of the Customer Service & Experience team located in Madrid for AliExpress Europe. Your focus will be to understand the customer experience from beginning to end with AliExpress Europe and find opportunities to work with various departments to ensure that the customer experience is seamless and improved every day.

1. VOC analysis to identify opportunities and propose solutions
2. Work cross-departmentally with various teams to ensure a seamless customer experience
3. Create and lead initiatives that impact the customer's journey

Qualifications

1. Minimum 3 to 5 years' experience in customer service or customer experience management environment
2. Bachelor's degree or equivalent related experience (customer service, e-commerce, online platform)
3. (Mandatory) Native in French, business level verbal and written communication skills in Mandarin and English will be a plus
4. (Mandatory) Ability to effectively work through a highly matrix organization and work cross-departments
5. (Mandatory) Exceptional organization and time management skills
6. (Mandatory) Experience in leading customer service enhancement or customer experience improvement projects from planning until execution
7. (Nice to have) Take initiative, ownership and be a self-starter
8. (Nice to have) Analytical skills to compile and read through big data, and report to internal or external teams

AliExpress is an equal-opportunity employer. We firmly believe in and practice non-discrimination and inclusion. We welcome and respect individuals from different backgrounds, cultures, communities, and perspectives.