Customer Experience Manager

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Sannam S4 Group Full time
Are you a self-motivated professional ready to take the next step in your international education career? Do you have strong interpersonal and communication skills? Are you excited by the prospect of building strong relationships with different stakeholders, by the opportunity to further develop your management and leadership experience, and the opportunity to work in an international environment?_

Where you will work
We are
_Acumen, the education brand of SannamS4 Group_ - a fast-growing education and market entry consulting firm. We provide high-quality consulting and support services to international education clients globally.

One of our core services is the provision of in-country representatives to support our clients at selectively strategic locations in South & South East Asia.


We are seeking a professional to join the Acumen team in HCMC, to provide full-time support to our higher education clients, as a Customer Experience Manager (CXM).

You will work with our CX Senior Manager and the rest of our growing team in HCMC.

What you will do as a Customer Experience Manager

_ Overall:
_


The CXM will report to the CX Senior Manager on a daily basis, as well as having a small team of In-Country Representatives (ICRs) to manage.

The CXM will be responsible for the quality of the service delivery of his/her team.

CXM will ensure that clients use the Acumen service effectively and assist newly onboarded ICRs to execute their scope of work.

They will track service delivery and analyse client data to improve the level of strategic consulting to the client.


This role may require work outside the normal span of hours and travel is a regular requirement of this position.

**_

Main responsibilities:
_**- Assist clients with onboarding and navigating operational support with the local administrative team.

  • Ensure that clients are using the service effectively and according to Acumen's preferred processes to address issues through frequent communication and give timely recommendations to the senior leadership of the client.
  • Assist newly onboarding ICRs to execute the stakeholders/ agents/ partnership management on behalf of Acumen clients.
  • Assist in creating training courses and materials that help ICRs quickly get up to speed on the job.
  • Assist in tracking service delivery of assigned ICRs by tracking the daily operation of all ICRs in the Viet Nam office and reporting in timely fashion to the Senior Manager for troubleshooting as necessary.
  • Temporarily act as an ICR to assist in the transition period between client onboarding and hiring of a new ICR.
  • Analyse client data to improve CX with the client. Collecting insights from the market to create quarterly reports across study destinations.

What you bring to the team

  • Completion of a degree and/or relevant combination of skills and experience.
-
_ At least 5 years of working experience, including management role

_:
-
_ Demonstrated experience in international education recruitment

_:

  • Excellent written, oral and interpersonal communication skills including the ability to communicate and present effectively to groups, and engage with a diverse range of people and organizations.
  • Analytical skills and data analysis skills.
  • Demonstrated ability to work as a member of a team, as well as work independently using initiative and judgement.
  • High level of responsibility and accountability for completing tasks within specified timeframes.
  • Use own expertise and seek others' expertise to achieve team goals.
  • Fluent in Vietnamese and English.

What we offer you

  • Attractive salary package (including 13th month, private health insurance)
  • An international, positive, friendly working environment
  • Internal trainings
  • 12 annual leaves and 5 paid sick leaves
  • Annual salary review
  • Opportunity to make a real difference and have impact in Vietnam's education sector
  • Are you a selfmotivated professional ready to take the next step in your international education career? Do you have strong interpersonal and communication skills? Are you excited by the prospect of building strong relationships with different stakeholders, by the opportunity to further develop your management and leadership experience, and the opportunity to work in an international environment?_

Where you will work
We are
_Acumen, the education brand of SannamS4 Group_ - a fast-growing education and market entry consulting firm. We provide high-quality consulting and support services to international education clients globally.

One of our core services is the provision of in-country representatives to support our clients at selectively strategic locations in South & South East Asia.


We are seeking a professional to join the Acumen team in HCMC, to provide full-time support to our higher education clients, as a Customer Experience Manager (CXM).

You will work with our CX Senior Manager and the rest of our growing team in HCMC.

**What you wil

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