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Head of Customer Experience

VI (Vietnam Investments) Group
Updated: 15/10/2019

Employment Information

Benefits

  • Insurance
  • Incentive bonus
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

Head of Customer Experience, a well-funded startup, Ho Chi Minh City, Vietnam

We are a next-generation marketing and payment mobile platform that connects leading brands with consumers through a simple-to-use, fully integrated and data-driven coalition loyalty program. Our solution enables consumers to earn and burn loyalty points conveniently. We are operating a nation-wide merchant network that reaches 30% of the Vietnamese consumers.

We are looking for a dedicated and excellent leader and champion our organization’s customer experience at every touchpoint.

What you will be responsible for:

As Head of Customer Experience, you will:

· Develop customer-centricity strategies/programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touchpoint

· Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals

· Work closely with other business functions to incorporate CE strategies and gain insights into improvement opportunities for CE

· Recruit, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey

· Ensure consistent experience with loyalty and payment platform through participating brands’ front staff

Job Requirement

You will have the following skills and experience:

  • 8 - 10 years managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
  • Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
  • Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills
  • Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable
  • Analytical and process-oriented; able to problem-solve; resilient and tenacious to perform effectively in a challenging and fast-paced environment

·         Focused on relationships management with both internal and external clients, with sound decision-making skills

The position is based in Ho Chi Minh City, Vietnam with a requirement for occasional travel.

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

VI (Vietnam Investments) Group

www.vigroup.comCompany size: 20-30
Founded in 2006, VIG is a private equity management firm headquartered in Ho Chi Minh City, Vietnam, with total assets of $250M under management. VIG...Detail

Head of Customer Experience

VI (Vietnam Investments) Group

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