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Chi tiết công việc Customer Experience Manager tại Công ty Cổ phần Dịch vụ Giao Hàng Nhanh
- Nationwide delivery network covering every part of Vietnam.
- Processing 17 - 25 million orders monthly.
- Trusted by more than 500,000 online shops.
- Strategic partnerships with leading platforms like Shopee, TikTok, Lazada, and various SMEs.
- Systematically monitor and analyze the customer journey across all touchpoints utilizing both quantitative and qualitative data collection methods.
- Identify critical customer interactions and moments that matter, assessing satisfaction, efficiency, and any friction points.
- Regularly conduct and review customer feedback, surveys, and service interaction data to gain deep insights into customer needs and expectations.
- Develop strategic initiatives based on customer insights that aim to enhance the customer experience, streamline processes, and resolve pain points.
- Prioritize initiatives based on their potential impact on customer satisfaction and business outcomes.
- Create detailed plans that outline the scope, goals, and timelines of customer experience projects, ensuring they align with broader business objectives.
- Take the lead or collaborate with relevant departments such as Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
- Facilitate cross-functional teams to drive changes, ensuring all stakeholders are aligned and engaged in improving the customer experience.
- Monitor the implementation of initiatives, adjusting strategies as needed based on real-time feedback and evolving customer expectations.
- Measure the impact of implemented initiatives on customer loyalty and overall satisfaction, using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
- Act as the voice of the customer within the organization, advocating for changes and improvements that enhance customer loyalty and satisfaction.
- Establish a continuous improvement process that allows for the constant refinement of customer interactions based on feedback and performance metrics.
- Share insights and learnings with the broader organization, fostering a customer-centric culture and driving home the importance of customer experience in achieving business success.
- These objectives place the Customer Experience Manager at the heart of customer-centric strategies, emphasizing their role in both strategic development and practical implementation of initiatives that enhance customer satisfaction and loyalty.
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
- Minimum of 5 years' experience required, including (1) at least 2 years in research agencies and (2) 3 years on the client side, OR a minimum of 2-3 years in a customer experience leadership role.
- Demonstrated ability to collaborate effectively with diverse teams across multiple departments.
- Strong analytical skills to interpret complex data and translate it into actionable improvements.
- Excellent problem-solving abilities and leadership skills to inspire and direct teams.
- A preference is given to candidates with backgrounds in e-logistics/logistics, retail, e-commerce, or technology-driven industries, but it is not a requirement.
- Central role in a fast-growing sector, directly impacting customer satisfaction and company success.
- Competitive salary and benefits package, including bonuses and professional development opportunities.
- Dynamic and innovative work environment with opportunities to lead significant change initiatives.
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