KrisShop, a subsidiary of Singapore Airlines, is an omni-channel retailer focusing on helping Singapore Airline’s Kris Flyer program members maximizing their miles when redeeming for
products and earning more miles when buying products on KrisShop.
KrisShop’s business includes ecommerce and travel retail that includes inflight sales on Singapore Airlines and Scoot flights, Pre-flight online purchase for delivery to seat, Post flight online purchase for delivery to home. KrisShop’s ecommerce business allows members to buy many products on KrisShop and have them delivered to their home country globally.
KrisShop partners with thousands of brands and suppliers to offer a wide selection of merchandise for both redemption and purchase.
About the role:
Reporting to Head of Operations in Singapore, The Trust & Safety Manager will build and manage Trust & Safety policy to govern merchants on KrisShop.com. The success of this role is vital important to a sustainable success of marketplace model on KrisShop.
Job Description:
The Trust & Safety Analyst / Manager is responsible for establishing Trust & Safety policy for merchants to maintain good buyer experience on KrisShop website. The person is required to understand Bad Buyer Experience metrics, work closely with Product and Data team to establish data framework to support Trust & Safety analysis for reporting & policy enforcement. The job scope includes analyzing the impact of Bad Buyer Experience to Sales, identifying areas of improvement, and working with cross-functional teams to ensure that Trust & Safety policies are being followed. The person will involve in escalation issues as they arise and stay up-to-date with industry trends and best practices.
Responsibilities:
· Trust & Safety Framework
o Develop Trust & Safety policies to govern drop-shipping merchants or enablers to maintain good buyer experience from products as described, handling time, and delivery transit time as promise.
o Monitor any arising issues from merchants that impact to buyer behavior or churn, therefore keep the policies up-to-speed of changes.
· Data Analysis and Insight
o Understand current data structure, and work closely with Product and Data team to build data pipeline necessary for Trust & Safety metric analysis and reporting.
o Analyze the impact of bad buyer experience to sales and customer churns, therefore prioritize policy enforcement to support business.
o Build the Trust & Safety reports or dashboard for internal team and merchants to monitor their performance and recommend action for areas for improvement.
· Policy enforcement
o working cross-functional team to communicate Trust & Safety policies to merchants to ensure policies are being followed.
o Monitor and analyze merchant and brand performance as well as Investigate and resolve trust & safety issues as they arise.
Requirements
Requirements:
· Bachelor’s degree in a relevant field.
· Minimum 3+ years of experience data analyst, data modeling, data-science
· Experience in a trust & safety role in e-marketplaces is a plus.
· Ability to work in ambiguity with curiosity and energy for investigating complex questions.
· Ability to work independently and as part of a team.
· Excellent communication and interpersonal skills.
· Technical Skills:
o Experience in SQL and proficient in Python/R for data analysis.
o Experience with data modeling, data analysis and visualization tools.
o Statistical methods for building robust and actionable metrics.
