Ho Chi Minh City, Vietnam





Job ID


Purpose: The responsibilities of this role are to develop programs under customer care journey with detail planning of process and guidelines to ensure excellent execution at Customer Care Center and other touchpoints. Work closely with cross function teams to understand customer expectation in care program to deliver exceptional customer care experience across all channels. Analyze data of customer satisfaction level to continuously improve customer care program and customer experience. Control program quality and cost efficiency to achieve ROI, increase retention rate and attract new converted users. Key accountabilities: - Work closely with Enterprise Analytics, Customer Journey, Customer Care Center and Service Center to: o Define the customer experience and expectation at every stage and touchpoint under customer care journey in both online (Customer Care Center) and offline (boutique store, authorized dealers, CVS, new channels, etc.). o Explore innovative solutions/activities/process of customer care program in line with customer care strategy and commercialization plans to improve Customer Experience (CX) both in voice and non-voice support services through program, process, infrastructure and people. o Develop very detail of implementation process, action plan, deployment guidelines, control mechanism, etc. to ensure excellent execution, smooth consumer experience and to prevent fraud at Customer Center and across omni-channel touchpoints. o Define and establish key metrics (Customer Satisfaction Indicators, Performance metrics, Service level and costs, retention rate, referral rate) to track, analyse and evaluate efficiency of Care program and performance of Care Center and other touchpoints. o Develop empowerment matrix and guidelines for Care Center to ensure delivering best-in-class customer experience and satisfaction. o Generate relevant customer information to contribute in establishing the enterprise consumer database. o Participate or drive any project where customers are impacted (virtual guided trial, reactive sales, warranty, replacement, reimbursement, loyalty, and referral). o Analyze critical drivers of success to understand and drive key changes to impact consumer experience outcomes. - Run channel activation initiatives: o Lead the local customer care initiatives in the market. o Explore potential touch point and channels to accelerate customer satisfaction. o Support Customer Care Center and other touchpoints in case management. - Observe, analyze data and provide feedback to: o Consumer Journey and Marketing teams based on customer observations and insights. o Customer Care Center, Logistics team and other Care touchpoints for improvement of the product and/or services. - Project & Budget Management: o Together with project team, set clear & measurable project goals, establish comprehensive project tasks and a realistic timeline for completion by assigned parties, evaluate progress and make right adjustments as needed to ensure that clients, internal or external, achieve their desired results. o Coordinate closely with PMO team for project development, deployment, assessment, work with finance & HR in term of budget, resource requirement. o Control and manage the investment to optimal ROI for consumer engagement priority Illustrative Key Performance Indicators (not exhaustive): - NPS - Operational Efficiency - Contact Quality (Contact Resolutions & Escalation Rate) - ROI/ Cost per Contact - Sales Volume and Revenue - Share of Market - % retention of Legal Adult Users Experience Required - At least 5+ years of service experience (consumer program, customer care) - Understands the business outsourcing processes; create a vision and strategy; and implement the best-in-class, consumer-centric solution. - Strong experience in customer service in both online and offline platform - Experience with relevant Marketing technologies, including Email Marketing, Cloud-Based Customer Relationship Management (e.g. Salesforce, Adobe, SAS). Content management & database management platforms. - Understands consumer journey and integrated marketing tools to enhance consumer interactions at multi-channels (FB Customer Care, live chat, call center, viber) and provide inputs as well as participate in designing the best-in-class customer experience programs & communication. - Negotiation skills and stakeholder management - Working knowledge on Finance and Cost Management. Able to execute strategies to improve efficiencies by optimizing business and operational performance - Experience in business analytics and data modelling. Generates meaningful operating trends and insights from business and consumer data to drive better decisions. - Experience of working in lean, test & learn environment(s). - Constant improvement mode is critical, not only for the specific role but for the entire organization. (Inner and outer loop). Fluency in consumer centricity and efficiency. - Agile ways of working experience is a plus. - Fluent Vietnamese & English speaking