Swee Yih Lai

Critic
DISC Type : C

Vice President - Regional Customer Experience, Customer Care at Lazada

Petaling Jaya, Selangor, Malaysia

Overview

Swee Yih Lai is the Vice President of Regional Customer Experience at Lazada, driving strategy across Southeast Asia. A Certified Customs Broker with a business degree from the University of Washington, her expertise spans customer care, logistics, and e-commerce. Colleagues describe her as dependable, positive, and a valuable, culture-driven leader.

She is passionate about people leadership and talent development, consistently seeking out top talent to build high-performing teams. Her focus on training and mentorship is a core part of her professional identity. She takes an interest in the operational models of innovative companies like GE and Accenture.

She once transformed an underperforming department into a high-performing one in just a year, significantly improving key business metrics.

Personality Overview

Information Seeker

Negotiator

ROI Driven

It is very likely that they will negotiate pricing or other important terms.  They prefer to analyze logically and value objective facts over emotions. Unless the value is proven by data, they are unlikely to value fancy features.

Topics They Care About

Customer Experience Innovation
Her current role and recent activities are centered on transforming the customer journey, particularly the post-purchase experience for e-commerce buyers and sellers.
AI in CX
She is actively involved in and excited about leveraging AI to innovate and shape the future of customer service and experience.
Talent Development
Frequently posts about hiring strategic, data-savvy, and passionate individuals, showing a commitment to building strong, capable teams across Southeast Asia.

Media Appearances

Swee has no verified media appearances

Work History

6-2023
Vice President - Regional Customer Experience, Customer Care at Lazada
2-2022 - 5-2023
Regional Senior Manager - Customer Experience, Customer Care at Lazada
2-2020 - 2-2022
Regional Senior Manager - Seller Logistics Excellence at Lazada
10-2017 - 1-2020
Manager - Import at Expeditors
1-2014 - 9-2017
Manager - Transcon, Service Provider Manager, District Trainer, Operations Support Manager at Expeditors

Education

2001 - 2004
BA in Business Adminstration from UW Foster School of Business
2000 - 2001
American Degree Program from INTI

More Information

Social Presence :

Prographics :

Exp : 21 Location : Petaling Jaya, Selangor, Malaysia Job Level : Senior Designation : Vice President - Regional Customer Experience, Customer Care at Lazada
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Insights For Selling To Swee Yih

During A Call Or A Meeting

DO's

  • Be ready for penetrating questions and critical examination of your pitch
  • Keep some extra margin while sharing pricing, they are likely to negotiate later
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.

DONT's

  • Don’t try to give too many examples of other users, they like to make their own decisions
  • Don’t rush them till they have clearly gotten all the necessary information
  • Do not use very emotional or colorful language

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Swee Yih is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from Swee Yih

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will Swee Yih move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Swee Yih take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Swee Yih

Personality Compatibility


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