Customer Experience PMO, SPX Express

About the team

NSS Program Team (Non Shopee) is in charge of driving SPX logistics service adoption beyond Shopee orders targeting social sellers and individual senders. The team designs and executes data-driven programs relating to customer acquisition, conversion, and retention, while managing performance tracking, budget allocation, and cost efficiency to achieve business targets. Combining strategic foresight with hands-on execution, NSS Program Team plays a pivotal role in scaling and commercializing SPX services.

What you'll do

• Develop CX solutions and recovery strategies, backed by data-driven diagnosis of pain points and root causes, to improve customer satisfaction and retention
• Drive end-to-end implementation of CX initiatives, ensuring timely delivery, clear ownership, and issue resolution
• Establish tracking frameworks to monitor initiative impact, ensure SLA adherence, and drive continuous improvement
• Align cross-functional teams and deliver clear updates to management on progress and outcomes

Requirements

• At least 2 years of relevant work experience in Customer Experience/ Consulting/ Ecommerce or related fields
• Strong customer centric mindset with solid business acumen
• Good analytical thinking and data analysis skills
• Strong stakeholder management & project management skills
• Be opened, flexible and enjoyed fast-paced environment
• Good at writing and presentation in both Vietnamese and English