Customer Experience Team Leader

**NƠI LÀM VIỆC**:

- Hồ Chí Minh (Quận Tân Bình)

**CẤP BẬC**:

- Trưởng nhóm / Giám sát

**HÌNH THỨC**:

- Nhân viên chính thức

**KINH NGHIỆM**:

- 5 - 7 Năm

**MỨC LƯƠNG**:

- Lương thỏa thuận

**NGÀNH NGHỀ**:

- Bán lẻ / Bán sỉ, Bán hàng / Kinh doanh, Dịch vụ khách hàng

**PHÒNG BAN**:

- KHÁCH HÀNG BÁN LẺ - STYLE - KINH DOANH QUỐC TẾ - NBD

**HẠN CHÓT NHẬN HỒ SƠ**:

- 03/04/2025

**PHÚC LỢI**:

- Máy tính xách tay
- Bảo hiểm
- Du Lịch
- Phụ cấp
- Thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Tăng lương
- Chế độ nghỉ phép

**MÔ TẢ CÔNG VIỆC**:
The CX Leader will oversee and drive all customer experience (CX) projects, ensuring a seamless and exceptional customer journey across all touchpoints. This role requires a strategic thinker with a passion for creating impactful CX initiatives and the ability to lead cross-functional teams to deliver results aligned with the company's vision and customer-centric values.

**1. Project Oversight and Management**
- Lead and oversee the execution of CX projects from conception to completion.Define project scope, deliverables, and KPIs to measure the success of CX initiatives.
- Monitor project timelines, budgets, and resources to ensure timely and cost-effective delivery.
- Collaborate with internal teams, such as marketing, operations, and sales, to ensure seamless execution of CX projects.

**2. Customer Insights and Data Analysis**
- Collect and analyze customer feedback, surveys, and behavioral data to identify trends and insights.
- Utilize data to design and implement customer-centric solutions and improvements.
- Report on CX metrics such as NPS, CSAT, customer retention, and engagement to evaluate project effectiveness.

**3. Team Leadership and Collaboration**
- Manage and guide a team of CX professionals to deliver high-quality projects and initiatives.
- Facilitate collaboration between departments to ensure consistency in delivering customer experiences.
- Provide training and support to employees on CX best practices and standards.

**4. Innovation and Continuous Improvement**
- Stay updated on emerging CX trends, technologies, and best practices to maintain a competitive edge.
- Benchmark against industry leaders and competitors to introduce innovative CX solutions.
- Continuously review and optimize processes and touchpoints to elevate the customer experience.

**YÊU CẦU CÔNG VIỆC**:
**Education**:

- Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field. Master’s degree is a plus.

**Experience**:

- 5+ years of experience in customer experience management, project management, or a related role, preferably in retail or consumer-facing industries.
- Proven track record of successfully managing CX initiatives and delivering measurable results.

**Skills and Competencies**:

- Strong project management and organizational skills, with experience using tools such as Asana, Trello, or similar platforms.
- Analytical mindset with expertise in data analysis and interpretation.
- Exceptional communication and interpersonal skills to influence stakeholders at all levels.
- Creative problem-solving abilities with a focus on customer-centric solutions.
- Knowledge of CX metrics and frameworks (e.g., NPS, CSAT, CES).

**Key Competencies**
- Leadership: Ability to inspire and lead cross-functional teams effectively.
- Strategic Thinking: Capacity to align CX strategies with business objectives.
- Customer-Centricity: Passionate about understanding and exceeding customer expectations.
- Adaptability: Thrives in a dynamic environment and embraces change.