Job Description

Asia Pacific eCommerce Customer Operations Manager

General Information

Req #

WD00059941

Career area:

Supply Chain

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Tuesday, January 16, 2024

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world\'s largest PC company by further expanding into growth areas that fuel the advancement of \'New IT\' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo\'s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit [1] https://www.lenovo.com,and read about the latest news via our [2] StoryHub.

About Our Team The WW eCommerce team at Lenovo manages Lenovo.com and enables direct end-user customer and small business transactions in 38 countries across the globe. The Global Customer Care & Support organization at Lenovo.com will set the strategic vision & direction and lead the implementation of world-class demand customer support programs to drive post purchase eCommerce customer satisfaction & retention. This team of relentless customer evangelists interact with hundreds of thousands of consumers & small businesses and are a critical enabler to continued double digit growth year after year.

What You\'ll Do The Manager, Customer Care will act as day-to-day manager for the regional customer care organization: supporting a robust business management system (BMS) and working relentlessly on behalf of our customers. They will support implementing strategic goals for customer care on Lenovo.com to realize industry best-practices in post-purchase support across the entire eCommerce direct customer care organization. This is an integral role on this growing team. If you are bold, creative, fearless, and ambitious then you just might the person we are looking for!

The right person will take us into un-chartered territory by setting a course for world-class customer support at Lenovo.com, the online channel for the world\'s #1 PC manufacturer. This role requires a deft hand at assessing gaps to industry standards, strategy adoption & implementation, and common day-to-day metric ownership for Lenovo.com customer care. This role will support global implementation with strategic suppliers and drive the cadence for testing & learning. In conjunction with geo teams from across the globe, this role will support implementing new targeting and measurement capabilities.

Roles & Responsibilities:

• Own post-purchase customer support operations in the region

• Support the business management system around core KPIs (e.g., CSAT/OSAT, first time resolution, aged backlog of open customer support issues)

• Support standardization of global best-practices, supplier contract negotiations, KPI adherence

• Assess CX pain-points & work with IT/geo teams to solve them in priority order

• Inform tools assessment and infrastructure investments & process improvement

• Evangelize best practices across post-purchase customer touchpoints

• Identify and address any data, platform or technology gaps that might hinder successful test and learn deployment.

• Develops and nurtures internal and external partnerships and networks to maximize the achievement of business goals.

• Cultivates an environment where associates respect and adhere to company standards of integrity and ethics.

Position Requirements As a demonstrated leader in post-purchase customer support, you have/are:

• Deep, experiential knowledge of post-purchase support strategies and tactics

• Demonstrated the ability to assess gaps in current performance, map strategic growth objectives, drive advocacy across teams, and implement strategy goals

• Adept at guiding the team with a focus on meaningful & measurable (quantitative) performance metrics

• Understanding of best practices across both direct industry analogs and world-class leaders in adjacent industries.

• Able to deliver against multiple simultaneous tasks with excellence

• Strong verbal and written communication skills

• Comfortable working in a fast-paced, fun, and entrepreneurial environment

Basic Qualifications:

• Multi-year management experience in customer care organizations with demonstrable advancement

• Good analytical and problem-solving abilities

• Process oriented

• Ability to collaborate in a heavily matrixed environment

Preferred Qualifications:

• Experience with MS Dynamics and other CRM tools

• E-commerce experience with consumer electronics, FMCG, or durables

• Have seen this space from both the agency and client perspective

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

Lenovo