Hcm - Customer Experience Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Maison Full time
Full time- HCM- 31/07/2024Job description detail

JOB BRIEF:


As Customer Experience Manager who will be responsible for conducting cross team projects that will impact the most positively the experience of customers at each step of their journey in a durable way.

The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer's lifetime.


JOB RELATION:

  • Direct superior: COO
  • Direct reports: Customer Experience Staffs
  • Major internal communication: All departments
  • Major external communications: End Customers

DETAILED JOB DESCRIPTION:

  • Analyze customer pain points / needs among several cohorts to identify the most impactful initiatives to improve CLV.
  • Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for end customers.
  • Create & manage CX project roadmap, and drive the initiatives to implement your vision.
  • Coordinate task teams around CX initiatives from initiation to successful implementation.
  • Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers' journey (loyalty, referral).
  • Manage CS and CRM indirectly for any matter related to customer experience.
  • Operate autonomously; drive programs end to end including business goals, technical solution (with the support of product team) and all customer and sellerfacing aspects.
Required experience/ Skill detail

  • Minimum 5 years of solid B2C and/or strategy background.
  • Preferred master's degree in business / economics / finance / marketing.
  • Excellent project management skills, including demonstrated ability to think endtoend, manage longterm projects and manage multiple projects simultaneously.
  • Exceptional data management skills, SQL is a plus.
  • Strong negotiation skills / ability to convince and influence teams.
  • Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue.
  • Strong listening and judgement skills to make wise decisions in the interest of the company.
  • Result oriented, strong commitment to deliver expected outputs.
  • Ability to learn and highly adaptive.
  • Above average English both proficiency and comprehension.

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