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Customer Experience Manager

2 months ago

Ho Chi Minh City, Vietnam GHN Express Full time

**About GHN**:
GiaoHangNhanh (GHN) is a pioneering e-logistics startup specializing in last-mile delivery for e-commerce. Since its establishment in 2012, GHN has played a pivotal role in transforming Vietnam's e-commerce market by seamlessly connecting traditional retail with online businesses through cutting-edge technology and an extensive logistics network. Throughout our journey, marked by unwavering dedication, we have consistently upheld our commitment to providing superb service.

**Company Achievements**:

- Nationwide delivery network covering every part of Vietnam.
- Processing 17 - 25 million orders monthly.
- Trusted by more than 500,000 online shops.
- Strategic partnerships with leading platforms like Shopee, TikTok, Lazada, and various SMEs.

**Job Overview**:
The Customer Experience Manager at GHN is vital in creating an outstanding experience for every customer. This role involves strategic collaborations not only with the Marketing team but also with Customer Service, Quality Management, Operations, Product/Tech, and other key departments. The goal is to ensure that GHN delivers seamless and positive interactions across all customer touchpoints.

**Key Responsibilities**:
**1) Track customer journey and gather insights**:

- Systematically monitor and analyze the customer journey across all touchpoints utilizing both quantitative and qualitative data collection methods.
- Identify critical customer interactions and moments that matter, assessing satisfaction, efficiency, and any friction points.
- Regularly conduct and review customer feedback, surveys, and service interaction data to gain deep insights into customer needs and expectations.

**2) Translate insights into customer experience initiatives**:

- Develop strategic initiatives based on customer insights that aim to enhance the customer experience, streamline processes, and resolve pain points.
- Prioritize initiatives based on their potential impact on customer satisfaction and business outcomes.
- Create detailed plans that outline the scope, goals, and timelines of customer experience projects, ensuring they align with broader business objectives.

**3) Lead or collaborate on implementation of initiatives**:

- Take the lead or collaborate with relevant departments such as Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
- Facilitate cross-functional teams to drive changes, ensuring all stakeholders are aligned and engaged in improving the customer experience.
- Monitor the implementation of initiatives, adjusting strategies as needed based on real-time feedback and evolving customer expectations.
- Measure the impact of implemented initiatives on customer loyalty and overall satisfaction, using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.

**4) Continuous Improvement and Advocacy**:

- Act as the voice of the customer within the organization, advocating for changes and improvements that enhance customer loyalty and satisfaction.
- Establish a continuous improvement process that allows for the constant refinement of customer interactions based on feedback and performance metrics.
- Share insights and learnings with the broader organization, fostering a customer-centric culture and driving home the importance of customer experience in achieving business success.

These objectives place the Customer Experience Manager at the heart of customer-centric strategies, emphasizing their role in both strategic development and practical implementation of initiatives that enhance customer satisfaction and loyalty.

**Key Performance Indicators**:

- Revenue - Company shared objective (15%)
- Retention rate / Retention revenue (25%)
- CSAT/ NPS Score (15%)
- Project based KPIs (45%)

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
- Minimum of 5 years' experience required, including **(1)** at least 3 years in research agencies and **(2)** 2-3 years on the client side, **OR** a minimum of 2-3 years in a customer experience leadership role.
- Demonstrated ability to collaborate effectively with diverse teams across multiple departments.
- Strong analytical skills to interpret complex data and translate it into actionable improvements.
- Excellent problem-solving abilities and leadership skills to inspire and direct teams.

**What We Offer**:

- Central role in a fast-growing sector, directly impacting customer satisfaction and company success.
- Competitive salary and benefits package, including bonuses and professional development opportunities.
- Dynamic and innovative work environment with opportunities to lead significant change initiatives.

Loại hình công việc: Toàn thời gian

Mục lương: 50.000.000₫ - 75.000.000₫ một tháng

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