Alycia Pow

Energizer
DISC Type : I

VP, Customer Care & Experience (MY and SG) at Lazada

Malaysia

Overview

Alycia is a customer experience leader with over 15 years of expertise in high-impact research and CX strategy. Specializing in NPS and Voice of Customer programs, she leads initiatives for Lazada across Malaysia and Singapore. She holds a BA (Hons) from the University of Malay.

Described as a collaborative leader, Alycia focuses on building and empowering cross-functional teams to foster a shared commitment to the customer. A recommendation highlights that she makes people feel special and is open to understanding them, pointing to strong interpersonal and empathetic skills.

She transitioned from leading market research in the UK to driving customer experience strategy in Southeast Asia.

Personality Overview

Relationship Oriented

Big Picture Person

Full Of Energy

They are always positive and upbeat, so take their promises with a pinch of salt.  They are really good at seeing what the long-term impacts of their decisions could be. Unlike C or D types, they are vocal with their opinions but not so much with their questions.

Topics They Care About

CX Strategy
Her core responsibility involves driving the end-to-end customer experience strategy and transformation for Lazada in Malaysia and Singapore.
VoC & NPS Programs
She specializes in designing and executing Voice of Customer (VoC) and Net Promoter Score (NPS) programs to enhance customer loyalty.
Multimarket Expertise
Her career spans international markets, including the UK, and her recent leadership roles cover both Malaysia and Singapore.

Media Appearances

"Pushing Forward with Alycia" – Podcast episode featuring Alycia Pow, VP, Customer Care & Experience (MY and SG) at Lazada. Featured in YouTube

See Now

Alycia Pow - VP, Customer Care & Experience (MY and SG) at Lazada | The Org. Featured in The Org

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Work History

4-2025
VP, Customer Care & Experience (MY and SG) at Lazada
1-2024 - 4-2025
Market Insights and Ops Lead (MY & SG), Customer Care at Lazada
10-2022 - 2-2024
Head of Voice of Customer MY at Lazada
8-2020 - 10-2022
Research Director at Ipsos
10-2019 - 5-2020
Head Of Research at VALUE RETAIL MANAGEMENT LIMITED

Education

1997 - 2000
BA (Hons) from University of Malaya

More Information

Social Presence :

Prographics :

Exp : 25 Location : Malaysia Job Level : Senior Designation : VP, Customer Care & Experience (MY and SG) at Lazada
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Insights For Selling To Alycia

During A Call Or A Meeting

DO's

  • Talk about their team and how your product will help them do things better and easier
  • Be friendly and entertaining in your conversation
  • Use phrases like ‘people will love’, ‘massive impact’ etc.

DONT's

  • Don’t be excessively objective, be a storyteller
  • Avoid overloading them with too much detail
  • Don’t be too formal, focus on building comfort and trust

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Alycia is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Alycia

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Alycia move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Alycia take some risk or not?

  • They can accept limited risks, ones that they think will not impact them personally.

You And Alycia

Personality Compatibility


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