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Market Lead (12 months)

Market Lead (12 months)

HeliusSingapore, SG
30+ days ago
Job description

The market Lead (Engagement Lead / Client Experience Manager) is responsible for partnering with the Respective Markets to ensure Service Centre Adoption, Develop Strong Relationships with Each Market Division / Brand team. Connect with Key Business Executives and Stakeholders involved in E-commerce Service responsibilities. They will be a Key Escalation for any Market-Related Queries and Be on point to review / Assess New Business Opportunities.

Responsibilities

  • Serve as the lead point of contact for SVC management matters and partner with Delivery Location Leadership to assess resolutions for the Client teams
  • Build and maintain strong, long-lasting client relationships
  • Align Delivery of Services for Respective Markets based on the Contractual Staff alignment and scope
  • Develop trusted advisor relationships with brand teams that actively work with the Service Centre teams
  • Ensure the timely and successful delivery of SVC Services and are meetings the required KPIs agreed with the Market
  • communicate the progress of monthly / quarterly initiatives to internal and external stakeholders
  • Identify Potential Business Support with existing clients and identify areas of improvement to meet the required Service expectations
  • Track key Market KPIs for the Service Centre metrics (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)
  • Partner with the SVC team to present Weekly / Monthly / Quarterly Reports for Internal and External Stakeholders
  • Assist with challenging client requests or issue escalations as needed for SVC or on behalf of SVC
  • Establishing working relationships with e-commerce Vendor partners who are actively working with SVC to deliver common goals for the Client Brand teams
  • Understanding the Key Business Drivers for the E-Commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing / alignment with SVC
  • Collaboration with internal and external stakeholders to achieve the desired share in each category.
  • Ensure Adoption of the SVC Services across all brands in the Market and applicability of required tools / processes, i.e., Workflow Management, etc

Requirement

  • 10-14 years of experience and understanding of Various Ecomm Channels used / available in the Market
  • Preferred knowledge of the Market Nuances of Clients using E-commerce Platforms
  • Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms
  • Working knowledge of Microsoft tools
  • Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams
  • Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team
  • Ability to work independently with minimal supervision as a self-starter and chase down people / teams to achieve closure when required.
  • An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.
  • Able to Interact with Client Teams, Different Client Partners that support the Services offered by the SVC
  • Project Management and Account Manager Experience preferred
  • Ability to work at Client Locations where applicable and partner with teams across different Service locations
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    Month • Singapore, SG