Shipper Experience Senior Manager

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.- Understand shipper profile (persona) from various channels and design the differentiated treatment.- Responsible for improving pain points on shipper journey to prevent lapse by understanding shipper's voice.- Design fantastic experiences that are beyond shipper expectations.- Establish coordination to other related functions within the company to manage shipper expectations, especially The Growth, Operations, Product, and Regional Team.- Monitor the improvement initiatives in order to provide assurance and satisfaction for the shippers.- Ensure the shipper's retention and happiness.- Having skill in Project management is a plus**Requirement**:- Bachelor's Degree in any major (Management, Communication, Industrial Engineering are preferred)- I have 4-5 years of experience in commercial and customer relationship management.- Good communication skills (including English) and a high collaboration spirit.- Have a strategic or helicopter view.- Excellent analytical and structural thinking.- Good ability in problem-solving skills.- Agile and enjoy experimentation.- High proficiency with spreadsheets.- Simple programming language (SQL) is a plus point.