Customer Experience Lead

3 days ago

District Ho Chi Minh City, Vietnam NIC Group Full time

A 
Lifestyle Customer Experience

role 
focuses on ensuring customers who value highly personalized, long-term relationships and customized solutions have a positive and seamless experience that aligns with their specific preferences and the brand's image
. This goes beyond typical customer service to encompass every touchpoint of the customer journey, often involving a more bespoke, high-touch approach

Role Purpose:

To oversee and manage the end-to-end experience for our "lifestyle" customers, ensuring consistently high levels of satisfaction, loyalty, and retention by delivering tailored solutions and building strong, lasting relationships.

Key Responsibilities: Vietnamese only

  • Customer Relationship Management:Serve as the primary point of contact for key lifestyle customers, fostering strong, long-term relationships and understanding their unique needs and preferences.
  • Journey Optimization: Map the customer journey across all touchpoints (online, in-store, support, etc.), identifying pain points and collaborating with cross-functional teams (marketing, sales, product development) to remove friction and enhance the overall experience.
  • Personalized Solutions: Proactively offer customized processes and solutions that align with the customer's lifestyle and values, going beyond standard service offerings.
  • Issue Resolution: Manage and resolve complex customer issues and complaints with a high degree of empathy and professionalism, acting as a second point of escalation if needed.
  • Feedback & Insights: Implement systems to gather real-time customer feedback (e.g., NPS, CSAT surveys), analyze data to identify areas for improvement, and translate insights into actionable strategies.
  • Brand Advocacy: Act as an internal advocate for the customer, ensuring a customer-centric culture across the organization.
  • Upsell/Cross-sell Opportunities: Identify and act on opportunities for upselling and cross-selling relevant products or services to enhance customer value and profitability.
  • Market Awareness: Stay informed about industry trends and competitor activities to ensure our customer experience remains innovative and competitive.

Required Skills and Qualifications:

  • Experience: Proven experience in a customer experience, account management, or high-end customer service role, preferably within a luxury or lifestyle-focused industry.
  • Communication: Excellent verbal and written communication skills, with the ability to communicate politely, patiently, and professionally.
  • Interpersonal Skills: Strong empathy, emotional intelligence, and problem-solving capabilities to build rapport and manage customer concerns effectively.
  • Analytical Skills: Ability to analyze customer data and feedback to derive insights and inform decision-making.
  • Collaboration: A team player capable of working effectively with various departments to ensure a unified brand experience.
  • Proactivity: A positive and motivated individual who anticipates customer needs and is willing to go "the extra mile".
  • Technical Proficiency: Experience with CRM software and data analysis tools.
  • Education: A bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).

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