ꔷ Responsible for the overall strategy of service and shopping experience for Ali Express Korean market based on a comprehensive understanding of the needs of local e-commerce consumers.ꔷ End-to-end Purchase Experience Enhancement to Facilitate Business Growth;ꔷ Establish an overviewed insight into the pain-points and opportunities of the whole purchasing life cycle based on the understanding of Korean customers and the market environment, covering the whole experience journey of registration, browsing, ordering, payment, logistics, receiving, after-sales etc.ꔷ Establish cooperation mechanisms with related business departments to work out feasible solutions and make sure all counterparts aligned and jointly implement the enhancements, and is dedicated to continuously improving experience.ꔷ Engage customers with impeccable service experience: Have an indepth understanding of localized service preference and able to analyze with VOC to pin down the key opportunity of service optimization. Leverage on AI service and live agent resources to facilitate service quality and efficiency to improve experience.

ꔷ A Minimum of 8+ years' experience in customer service and experience;ꔷ Bachelor’s degree or equivalent related experience (Master’s preferred);ꔷ Excellent verbal and written communication skills in both Korean and English, Mandarin will be a plus;ꔷ Strong communication skills and cross functional collaboration skills;ꔷ Ability to think strategically and demonstrated success in leading a team; Must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results without a direct reporting structure.