Head of Customer Experience Management

3 days ago

Hà Nội, Vietnam Techcombank Full time

20 Jun 2025 **Head of Customer Experience Management (40001411)**: - Category: Marketing Division - Job Type: - Facility: Marketing **Job Purpose**: **Key Accountabilities (1)**: - 1. Build bank-wide customer experience governance policy/framework & measurement, analysis: - Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX). - Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible. - Define measurement system to measure CX metrics for bank-wide and BUs. - Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level. 2. Manage customer experience on social media: - Assure/Govern the social playbook; governance and ownership of followers growth. - Listen and handle social media. - Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division. **Key Accountabilities (2)**: - PEOPLE MANAGEMENT - Oversee human resources planning and execution (headcount & costs) of their function - Attract, onboard and retain the right talents for a high - performing team - Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line - Manage function performance & provide feedback regularly (following the annual performance management cycle); - Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc. - Motivate and recognize team members’ contributions towards the team’s shared goals - Identify and monitor personal, professional development and career advancement of talents in the function - Act as a role model and promote corporate culture at function level - Understand & communicate relevant HR offerings to team members. **Key Accountabilities (3)**: - 1. Build an effective working environment: - Interact to support colleagues in the same department, update information and aim for long-term cohesion. - Comply with established working regulations and organizational culture. 2. Actively improve capacity and develop yourself: - Implement the plan to improve personal capacity as agreed with the management. - Actively discuss with management about personal development aspirations to agree on a roadmap. Other duties as assigned by Chief Marketing Officer.**Success Profile - Qualification and Experiences**: **Qualifications**: - University or higher **Work Experience**: - Minimum 14 years professional experience - At least 10 years in management position **Foreign Language**: - English, level 4 (TOEIC > 750)

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