Canopy

foodpanda - Senior Customer Experience Manager

Mid Level
Hong Kong
Senior Customer Experience Manager
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About Us

foodpanda is a global delivery platform operating in over 70 cities worldwide. We seek to introduce technology and convenience that benefit customers and restaurants alike, with Hong Kong as a primary market for new innovations.

Who we're looking for

What makes us special? It’s the way we combine food and convenience.

foodpanda (small ‘f’) is the world’s favourite way to order food online from the comfort of your home or office. Whether it’s getting your hands on your favourite pizza, sushi or burger, we believe that no one should have to suffer from hunger attacks ever again.

However, this doesn’t happen without some really awesome people.

We are looking for a highly driven and motivated Senior Customer Experience Manager for our Operations team in Hong Kong. If you are looking for a place where you can gain hands-on experience and have a direct impact, then this may be the place for you! The ideal candidate will have exceptional communication skills and quality standards, outstanding analytical skills, a great understanding of what makes a good user interface/experience, a grasp of the importance of standardization and automation and experience creating best-in-class customer service setups.

About the job:

This role will be based in Hong Kong and will report to the Operations Director. You will lead a small team of 2-3 and own the topic of Customer Experience entirely. You will be the creator and driver of solutions that contribute to giving our customers the best possible experience from the moment they open the foodpanda app until the moment they are handed their order.


What you will be doing in this role:
  • Quality assurance of the Customer Service team (based in Malaysia) through regular communication and alignment with the Shared Service Center (SSC) leaders;
  • Continuous optimization of Customer Service procedures and policies;
  • Continuous optimization of the support tools used by our customers;
  • Close cooperation and alignment with local team towards fine-tuning every aspect of the customer journey;
  • Close cooperation with local and regional Product teams towards optimizing usability and customer satisfaction;
  • Perform deep dives into data to identify pain points and draw out actionable insights, which will involve central teams when needed (Shared Service Center Operations, Product, Logistics)
What you will ideally possess for this role:
  • Masters degree / MBA in business, finance, operations management or any science-related fields;
  • Minimum 3 years of experience in a similar industry or role;
  • Demonstrated experience in using data to get to outcomes;
  • Exceptional writing and verbal communication skills, both in English and in Cantonese;
  • Ability to work in a cross-functional environment and to lead complex operational initiatives;
  • Prior professional experience with optimisation, processes and program/project management is required;
  • Experience working in high-volume or extremely fast-paced environment is preferred;
  • Experience in developing operational procedures towards maximal efficiency and scalability;
  • Creative thinker, independent and driver of progress;
  • Detail-oriented, self-starter & highly motivated to succeed;
  • Team player with a strong work ethic;
  • Solid knowledge of MS Excel and MS Powerpoint;
  • Candidates with less experience shall be considered as Customer Experience Manager
What we offer:
  • Opportunity to take on responsibility from day 1 and have a direct impact on our business & all our customers
  • A vibrant and international team with diverse background
  • A steep learning curve in e-commerce & entrepreneurship
  • A great collaborative working atmosphere with regular company and team events
  • Medical Scheme from your very first day
  • Birthday Leave
  • Benefits include free drinks, fresh fruits, amazing coffee and food allowance

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Guang Dong Investment Tower, 148 Connaught Rd Central, Sheung Wan
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