Hotline: 0918033133
24/04/2024
Sales / Business Development , Retail / Wholesale , Customer Service
Permanent
Competitive
Over 5 Years
Experienced (Non - Manager)
20/05/2024
1. Mission:
Monitor and supervise the implementation of the Customer Experience Program to ensure its goals and create the highest level of customer satisfaction and customer loyalty.
2. Responsibilities:
· Implement projects to enhance customer experience. Prepare progress reports and project performance reports.
· Develop a plan for activities/events/decorations during special occasions throughout the year, following the seasons/festivals, to increase engagement and provide a consistent customer experience.
· Design and execute customer satisfaction and loyalty initiatives to elevate customer engagement and foster brand allegiance.
· Participate in building customer experience assessment tools/systems, propose suggestions, and implement improvement actions to improve customer satisfaction and retention rates.
· Participate in customer journey mapping and identify gaps/opportunities opportunities to proactively enhance the customer experience.
· Establish good touchpoints across the entire customer relationship journey, identify customer segmentation and develop suitable strategies, provide inputs for keeping fine-tuning the customer’s experience.
· Coordinate with all internal stakeholders to carry out necessary work to ensure consistency and transparency in customer experience development projects.
· Coordinate assessments with individuals and organizations to equip retail teams knowledge and skills to provide the best customer experience.
· Perform other tasks assigned by superiors.
a. Education:
· Degree and major: Bachelor’s Degree or higher qualification in a relevant discipline/ business administration
· Foreign language proficiency: English communication
· Other experiences required by the industry: retail, customer service, events, customer experience, training, human resource assessment.
b. Experiences:
· Minimum 4 years CX or relevant experience
· Work experience related to current job: customer experience development, customer care system management, customer crisis handling, customer demand forecasting, business resource capacity assessment/ enhancement.
· Having worked in large-scale retail companies is an advantage
c. Skills:
· Job skills: training, analytical skills.
· Soft skills: implementation, evaluation, partner management, creativity, results-oriented skills.
· Management skills
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