[ho] Customer Experience Manager

6 days ago


Ho Chi Minh City, Vietnam ILA Full time

**Responsibilities**:

- Support clients on their customer experience and digital transformation journeys.
- Lead delivery of engagements and take responsibility for project teams.
- Present insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills.
- Build and maintain relationships between ILA and client teams/stakeholders.
- Mentor and provide professional development opportunities for junior team members
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Monitor the activities of the customer service team to ensure compliance with acceptable Conduct surveys to gather information on customer opinion of rendered services
- Liaise with the production and creative departments to ensure delivery of high quality products and services standards of customer service

**Requirements**:

- A minimum of 5 years of relevant work experience in one or more of the following industries: financial services, technology, telecoms, or management consulting
- Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, business transformation, innovation, and product development/management
- Demonstrable experience leading project teams is a critical requirement
- Strong people management and development skills
- Ability to plan, structure and prepare client-ready deliverables
- Excellent written and verbal communication skills
- Very good proficiency in MS Office suite is essential

**Benefits**:

- Competitive salary
- Insurances fully provided
- Private insurance will be provided to official staff
- Discount up to 90% English tuition fees for staff and close relatives
- An active, professional, dedicated working environment with experienced managers and friendly colleagues
- Bonding trips and events
- 16 day-off per year along with other benefits according to the company's regulation.
- Chances for promotion and transfer



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