Expert, Customer Experience Management

1 week ago

Hanoi, Hanoi, Vietnam Techcombank Full time
4 Jul 2023
Expert, Customer Experience Management - Social Handling:

  • Category: Marketing Division
  • Job Type:
  • Facility: Marketing
    Job Purpose:

Key Accountabilities (1):

A. DEPARTMENT MISSIONS

Design and build a customer experience framework:

  • Build a whole-row customer experience framework, including principles of effective customer experience design, implementation, and management.
Research the facts, theories and methodologies of customer experience.

  • Study the current state of the organization to determine appropriate practical standards principles.
  • Design management principles, effective measurement standards for customer experience.
  • Communicate training on frameworks, mechanisms and guidelines for internal MKT and related Divisions.
  • Develop goals and plans, training/communication objects.
  • Provide necessary content on training/communication materials, appropriate training/communication methods through consulting and guidance of TCB LnD/Comms.
  • Coordinate with LnD/Comms, checking and evaluating training/communication effectiveness.
  • Research and propose to adjust (if necessary) the customer experience framework according to actual implementation.
  • Measure performance and monitor trends in the experience in the market to suggest improvements.
  • Coordinate with experience management to exploit customer feedback measurement reports to propose improvements to the experience framework from time to time.
  • Participate and coordinate with the Divisions to understand the needs and develop customer marketing experience standards, in accordance with business processes.
  • Build a focal point (partner) with departments in charge of touchpoints with customers to find out what customers want and need about the experience.

Key Accountabilities (2):

  • Implement mechanism to ensure customer experience enhancement activities
  • Collaborate in building customer experience framework.
  • Implement an operating mechanism/coordinating with specialized units to monitor and evaluate the implementation of the customer experience framework:
  • Presiding over the assessment and monitoring of service quality compliance and ensuring brand identity at the branch channel to help the branch promptly develop an adjustment plan, ensuring customer experience.
  • Monitor compliance with the principles of communication and marketing to customers through channels.
  • Collaborate with Business Process Divisions to monitor, evaluate, report results and take action to improve customer experience according to the customer experience framework.
  • Coordinate implementation of brand/digital enhance customer experience.
  • Manage the experience of brand image present on online and offline channels (images of Head Office and branches, outdoor advertising
  • OOH).
  • Collecting information, effectively analyzing customer experience
  • Deploy to collect information and indicators to measure the effectiveness of customer experience to analyze, evaluate, and coordinate with relevant departments to propose solutions, update progress and report periodically.
  • Collaborate to build database platform, compile measurement and analysis reports to help build a master plan to improve customer experience.
  • Coordinate tracking, evaluation, and reporting activities that increase customer experience across channels.

Key Accountabilities (3):

B. Other Responsibilities
Other duties as assigned by Head of Customer Experience Administration.

Key Relationships - Direct Manager:

Head of Customer Experience Management;
Senior Manager, Customer Experience Management

Key Relationships - Direct Reports:

Key Relationships - Internal Stakeholders:


DepartMarketing and all functional units in the bank: mainly with Business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations in the Division, departments in TCB, Assistant of other divisions / departments.


Key Relationships - External Stakeholders:

Service delivery partners.

Success Profile - Qualification and Experiences:

Qualifications

  • University or higher
Work Experience

  • Minimum 7 years professional experience
Foreign Language

  • English, level 3 (TOEIC > 650)

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