Customer Experience Senior Manager
ROLES:
– Tracking customer experiences across online and offline channels, devices, and touchpoints.
– Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
– Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
– Identifying customer needs and taking proactive steps to maintain positive experiences.
– Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
– Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
– Performing product tests, evaluating after-sales and support services, and facilitating improvements.
– Documenting processes and logging technical issues, as well as customer compliments and complaints.
– Keeping informed of industry trends and new CRM technologies.
* WORKING RELATIONSHIPS:
– Internal: Merchandise, Operation, Property, IT, CRM
– External: Agencies
QUALIFICATIONS:
– A Bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.
– At least two years’ experience as a customer experience specialist, or a similar customer support role.
– Extensive experience in gathering and interpreting customer experience information.
– Solid knowledge of online customer engagement platforms and channels.
– Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.
– Exceptional interpersonal skills and a client-centered approach.
– Great organizational and time management abilities.
– Good communication, collaboration, and problem-solving skills.
RESPOSIBILITIES:
* MISSION:
– Deliver insights and strategic value propositions to internal and external clients enabling them to accelerate growth and/or be more productive through market analytics and business solutions.
– Guidance team to maintain different database effectively and structurally. Involvement in automation process to be more efficient in generating report. Generate monthly reports.
* ROLES:
– Be responsible for maintaining a strong master data of customer/ trade plan for data mining to serve for different business purposes like solving complex problems; evaluating scenarios for the purpose of predicting future outcomes and supporting decision making and improving customer relationships, etc…
– Support Marketing in developing client specific strategic and tactical business proposals. Translate client integrated data sources to actionable insights. Develop a detailed, strategic analytical framework to measure the effectiveness of all reports.
– Lead grassroots efforts around quantitative and qualitative research to inform brand & promotional strategies, track customer perceptions, and monitor competitive trends
– Build dashboards and reports for weekly, monthly and quarterly distribution to senior stakeholders for high-level understanding of impact of sales initiatives
– Provide ad-hoc analysis on various marketing, merchandising or strategic initiatives as necessary
– Be able to work with big data and working with IT to manage different sources of data effectively and structurally to be easy in processing and management.
– Involvement in automation process to increase working efficiency and productivity.
– Ensure effective problem resolution within agreed timelines with all stakeholders
REQUIREMENTS:
– Degree in Business Studies/Marketing preferred
– Minimum five to eight years’ experience in FMCG or Retail/ Research Industry, especially in sales, marketing, market research, business development related work, etc.
– Minimum of two to three years’ experience in a managerial capacity in MNCs
– Demonstrate skill set to work with big data; show passion in analytics and research
– Demonstrate advanced knowledge with trends and new developments in the industry, customer needs and professional expertise
– Proven competency to handle confidential/sensitive information in an appropriate and secure manner
– Demonstrate fluency in both written and spoken English
– Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
– Manage and oversee team’s delivery of projects/ tasks to drive execution against goals set
– Drive and manage learning and development of team in the area of data analytics and insight
WORKING TIME: 8:30 – 17:30 Monday to Friday
WORKING LOCATION: Lot B, New Residential An Phu – An Khanh, An Phu Ward, District 2
HOW TO APPLY: Send your CV to binh-dinh.thai@mmvietnam.com
