Robert Walters

Director of Ecommerce Seller Performance (BB-B5F99)

Found in: Neuvoo Bulk HK


This role is responsible to establish office in Hong Kong from scratch and implementing Quality management SOP to connect with overall service globally

Key Responsibilities:

  • Create and manage the Customer Experience Performance team from scratch

  • Reduce customer contacts/ complains, improved agents productivity and increase customer satisfaction

  • Implement best Asian practises to align with EU/US

  • Define the best organisation to make sure our future Customer Care team deliver excellent customer service in Asia

  • Create Supply Strategic Road map customised to China region’s

  • Build a portfolio of merchant accounts and own Sales and Quality KPIs throughout the merchant journey

  • Build strong relationships with key merchants to ensure steady growth, high levels of adoption and satisfaction

  • Analyse the Supply performance week on week to reach our sales and quality targets, define action plans to keep up with our 3-digit growth plan on every country and every category

  • Turn every merchant pain points into tech, and non-tech, projects to always improve our Merchants experience

  • Key Requirements:

  • Minimum 8-years’ experience, including at least 5 years in the e-commerce industry with strong achievements at leading expansion projects in Asia
  • Experienced in managing operations, including sales, ideally on a marketplace business model
  • Strategic and have a very strong analytical profile
  • Strong understanding of the refurbished electronics business environment, and what’s needed to lead to success in Asia
  • calendar_today2 days ago

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