Senior Customer Experience Executive
4 weeks ago
**NƠI LÀM VIỆC**:
- Hồ Chí Minh
**CẤP BẬC**:
- Nhân viên
**HÌNH THỨC**:
- Nhân viên chính thức
**BẰNG CẤP**:
- Đại học
**KINH NGHIỆM**:
- 5 - 6 Năm
**MỨC LƯƠNG**:
- Lương thỏa thuận
**NGÀNH NGHỀ**:
- Bán lẻ / Bán sỉ, Dịch vụ khách hàng
**HẠN CHÓT NHẬN HỒ SƠ**:
- 31/12/2024
**PHÚC LỢI**:
- Bảo hiểm
- Phụ cấp
- Thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Chế độ nghỉ phép
**MÔ TẢ CÔNG VIỆC**:
- **Customer Experience Strategy & Execution**:
- Design, implement, and manage customer experience initiatives to enhance the in-store journey and overall satisfaction.
- Collaborate with cross-functional teams to align CX strategies with business goals and retail objectives.
- **Project Management**:
- Plan, execute, and monitor CX improvement projects from concept to completion, ensuring timely delivery within budget.
- Develop detailed project roadmaps, schedules, and performance metrics to track project success.
- **Customer Experience Management**:
- Partner with stakeholders to identify pain points and implement CX solutions that align with operational efficiency.
- Evaluate the effectiveness of store layouts, staff training programs, and customer engagement strategies.
- **Financial Acumen**:
- Conduct ROI and P&L analysis to assess the financial impact of CX initiatives and recommend data-driven improvements.
- Ensure CX projects deliver measurable business value, including increased customer retention and revenue growth.
- **Stakeholder Engagement**:
- Present CX project updates and insights to senior leadership and key stakeholders.
- Build strong relationships with internal and external partners to ensure alignment and successful project outcomes.
- **Data Analysis & Reporting**:
- Use customer feedback, analytics, and insights to identify trends, measure success, and refine CX strategies.
- Prepare and present detailed reports on CX initiatives, highlighting areas of success and opportunities for improvement.
**YÊU CẦU CÔNG VIỆC**:
**Education**:Bachelor’s degree in Business Administration, Marketing, Project Management, or related fields. MBA is a plus.
**Experience**:
- Minimum 5+ years in customer experience management, with at least 3 years in a retail environment.
- Proven experience in project management, including the ability to manage multiple initiatives simultaneously.
- Strong understanding of ROI, P&L, and financial analysis in a CX context.
**Skills**:
- Excellent organizational, analytical, and problem-solving skills.
- Proficiency in project management tools (e.g., Asana, Trello, or equivalent).
- Strong interpersonal and communication skills, with a demonstrated ability to influence stakeholders.
- Familiarity with CX tools and technologies, including customer feedback platforms and analytics software.
**Key Competencies**:
- Strategic Thinking
- Customer-Centric Mindset
- Strong Analytical and Financial Acumen
- Effective Communication and Persuasion
- Leadership and Team Collaboration
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