Head of Customer Experience Management

1 week ago


Hanoi, Hanoi, Vietnam Talentnet Full time
Financial Services

RESPONSIBILITIES:

Key Accountabilities (1)

  • Build bankwide customer experience governance policy/framework & measurement, analysis:
  • Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX).
  • Define CX attributes in line with the company brand strategy; translate brand strategy/position into tangible.
  • Define measurement system to measure CX metrics for bankwide and BUs.
  • Take charge of collecting information, measuring, evaluating and reporting CX metrics at bankwide level.
  • Manage customer experience on social media:
  • Assure/Govern the social playbook; governance and ownership of followers growth.
  • Listen and handle social media.
  • Lead to deal with customers responses that have bankwide CX impacts; collaborate with Corporate Affairs Division.

Key Accountabilities (2)

PEOPLE MANAGEMENT

  • Oversee human resources planning and execution (headcount & costs) of their function
  • Attract, onboard and retain the right talents for a high
- performing team

  • Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
  • Manage function performance & provide feedback regularly (following the annual performance management cycle);
  • Define team's capability requirements and enable team member's professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
  • Motivate and recognize team members' contributions towards the team's shared goals
  • Identify and monitor personal, professional development and career advancement of talents in the function
  • Act as a role model and promote corporate culture at function level
  • Understand & communicate relevant HR offerings to team members.

Key Accountabilities (3)

  • Build an effective working environment:
  • Interact to support colleagues in the same department, update information and aim for long-term cohesion.
  • Comply with established working regulations and organizational culture.
  • Actively improve capacity and develop yourself:
  • Implement the plan to improve personal capacity as agreed with the management.
  • Actively discuss with management about personal development aspirations to agree on a roadmap.
Other duties as assigned by Chief Marketing Officer.

Key Relationships - Direct Manager
Chief Marketing Officer

Key Relationships - Direct Reports

  • Senior Expert/Senior Manager, Customer Experience
  • Expert, Customer Experience

Key Relationships - Internal Stakeholders

  • Marketing and all functional units in the bank, mainly with business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations divisions.

Key Relationships - External Stakeholders

  • Media and marketing services/external agencies: research agencies, strategic partners, service providers.

REQUIREMENTS:

  • University or higher

Work experience

  • Minimum 14 years professional experience
  • At least 10 years in management position

Foreign Language

  • English, level 4 (TOEIC > 750)

For more information, please contact:

  • Mr

Nguyen Hoang Tu Ext:
102

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