POS Customer Success Manager

What you’ll Do:

• Leading over all POS Incubation and retention team both passive and proactive, to help customers happily continue using POS SaaS by building effective customer engagement and providing the most suitable solution for customers with the best experience then maximize the stickiness and minimize churn rate.
• Managing and improve E2E customer experience in each touch point in overall customer life time
• Design and improve E2E SOP/Process for customer on-boarding and incubation including Customer Self on-board, training, lead processing, training scheduling, voices and feedback from customer to maintaining an operational excellences through nationwide POS users
• Design and improve E2E SOP/Process for retention related workstream including customer engagement, periodically health check, voices and feedback from customer to maintaining an operational excellences through nationwide POS users
• Establish customer engagement activities to improve customer stickiness and retention
• Analyze and leverage the data and create an effective weekly and monthly report that is able to identify key success or fail factors with result driven. Provide the data-driven solution or option
• Supervise and coach individual team members to improve performance, provide the solution and support.
• Planning for team capacity and maximize team productivity
• Leading & Collaborate with Sales, Marketing, CS and Supply-chain team to develop long-term solution building up POS Customer best experience and operational performances
• Leading & Collaborate with the product team to develop customer experience and operation performance improvement features
• Planning, manage and control team budget and expense

What you’ll Need: 

• Bachelor or Master of Engineering, Business Administration, or any related field.
• 5-7 years’ experience in eCommerce, food delivery, or relevance business in HRD, customer service, customer experience, process improvement, operations or a related field would also be an advantage
• Strong in people management, numerical & analytical skills and attention to detail;
• Proficiency in Excel, Google Sheets, Google Slides and PowerPoint
• Problem-solving attitude, solutions-oriented
• Passionate about the customer and curious about customer behavior