Hcm - Customer Experience Executive

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Maison Full time
Full time- HCM- 30/09/2023Job description detail

Objective:


As a Customer Experience Executive, your main objective will be to enhance the overall customer experience at Maison RMI by collecting customer feedback, conducting market research, and developing customer journey mapping.

You will work collaboratively with various departments to implement customer-centric initiatives, improve key experience metrics, and create unique experiences that differentiate Maison RMI from competitors.

Additionally, you will provide support in UI/UX and performance improvement for the Maison Online mobile app, contributing to the company's continuous growth and success in delivering exceptional customer satisfaction and loyalty.


Responsibilities:

  • Improve the NPS, CSAT, CES for both offline and online channels, while actively seeking and leveraging customer feedback to drive continuous improvement.
  • Conduct thorough market research on Maison RMI brands and competitors to gain insights into industry trends and customer preferences, providing valuable data for strategic decisionmaking.
  • Develop comprehensive customer journey maps, utilizing research findings and customer feedback, to identify pain points and areas of improvement in the customer experience.
  • Work crossfunctionally with other departments to ensure seamless implementation of customercentric initiatives and projects that align with the company's objectives.
  • Innovate and create distinctive experiences that set Maison RMI apart from competitors, capturing the attention of potential customers and nurturing brand loyalty.
  • Provide support to the line manager in improving UI/UX of the Maison Online mobile app, contributing to its overall performance enhancement.
Required experience/ Skill detail

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Exceptional data management skills, SQL is a plus
  • Proven experience in customer experience management, with a strong track record of improving customer experience metrics.
  • Familiarity with customer feedback mechanisms, survey tools, and data analysis techniques.
  • Knowledge of customer journey mapping and CX metrics.
  • Experience working with crossfunctional teams.
Job overview

  • Attractive salary + lunch allowance
  • Holiday bonus, 13th month salary bonus, annual KPI bonus based on revenue, social insurance, Union, yearend party, team building.
  • Employee discount purchases

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