(Hanoi) Customer Experience Manager

Job Purpose:
• Design Customer Experience strategy; Identify and optimize customer journey; Improve CX process and optimize digital experience
• Be responsible for developing and implementing the customer experience strategy, ensuring superior and consistent service at all customer touchpoints that align with the company's development orientation.

Key Responsibilities:
1. Develop customer experience strategies and plans:
• Develop strategies and plans to enhance the customer experience, meeting the company's development goals through each stage.
• Build customer journey maps for each customer segment, monitor and maintain service quality at all touchpoints, including online and offline service
2. Establish and manage customer experience evaluation metrics:
• Develop and monitor customer experience evaluation metrics, analyze the fluctuation of metrics by segment to ensure service effectiveness.
• Develop a standardized system for collecting customer feedback, focusing on key metrics that have a major impact on the customer experience.
3. Improve and enhance the customer experience process:
• Research and propose improvements and changes in the customer interaction process, focusing on enhancing satisfaction and experience efficiency.
• Conduct multi-channel qualitative and quantitative surveys to capture customer needs trends and feedback.
4. Develop service quality control regulations and procedures:
• Develop and update service quality control regulations, procedures, and customer journey experience.
• Manage and monitor the quality of customer care policies, ensuring consistency in the implementation of customer care programs.