CLIENT EXPERIENCE LEAD/ TRƯỞNG NHÓM QUẢN TRỊ TRẢI NGHIỆM KHÁCH HÀNG

The CX Lead will oversee and drive all customer experience (CX) projects; ensure seamless, personalized service that not only delights our luxury clientele but also reinforces our brand’s promise to be a constant companion in their pursuit of beauty and inspiration. This role calls for a strategic visionary with a passion for crafting impactful CX strategies, and the ability to lead cross-functional teams to deliver tangible results that align with our mission of providing exceptional, authentic, and inspiring experiences.

By combining strong leadership, a commitment to continuous improvement, and a customer-first mindset, the CX Lead will play a pivotal role in building long-term customer relationships. Their efforts will directly contribute to the brand’s ongoing growth and success within the competitive luxury market.

1. Project Management

- Lead and oversee the execution of CX projects from conception to completion. Define project scope, deliverables, and KPIs to measure the success of CX initiatives.

- Monitor project timelines, budgets, and resources to ensure timely and cost-effective delivery.

- Collaborate with internal teams, such as marketing, operations, and sales, to ensure seamless execution of CX projects.

2. Customer Insights and Data Analysis

- Collect and analyze customer feedback, surveys, and behavioral data to identify trends and insights.

- Utilize data to design and implement customer-centric solutions and improvements.

- Conduct Mystery Shopper evaluation programs.

- Report on CX metrics such as NPS, CSAT, CES, customer retention, and engagement to evaluate project effectiveness.

3. Team Leadership and Collaboration 

- Develop and implement a strategy for customer experiences with the overall objective of improving customer satisfaction, operational efficiency and quality of service, encompassing investment/improvements in people, processes and technology.

- Spearhead Contact Center operations.

- Manage and guide a team of CX professionals to deliver high-quality projects and initiatives.

- Facilitate collaboration between departments to ensure consistency in delivering customer experiences.

- Provide training and support to employees on CX best practices and standards.

4. Innovation and Continuous Improvement

- Stay updated on emerging CX trends, technologies, and best practices to maintain a competitive edge.

- Benchmark against industry leaders and competitors to introduce innovative CX solutions.

- Continuously review and optimize processes and touchpoints to elevate the customer experience.

1. Competencies

- Exceptional communication and interpersonal skills to influence stakeholders at all levels.

- Strong project management and organizational skills, with experience using tools such as Asana, Trello, or similar platforms.

- Creative problem-solving with a customer-first approach.

- Analytical mindset with expertise in data interpretation.

- Knowledge of CX metrics and frameworks (e.g., NPS, CSAT, CES).

- Well-organized and effective under pressure.

- Fosters team spirit, collaboration, and cross-functional cooperation to achieve shared goals.

- Solid understanding of retail operations.

- Drives issues to closure with a sense of urgency, overcoming obstacles

- Committed to continuous learning and helping others develop.

2. Qualifications

- University degree in Business Administration, Marketing, Customer Experience, or a related field. Master’s degree is a plus.

- 5 years of experience in customer experience management, project management, or a related role, preferably in retail or consumer-facing industries.

- Proven success in managing CX initiatives and achieving measurable results.

- Fluent in Vietnamese and English (TOEIC 700, IELTS 6.5 or higher).

- Proficient in Microsoft Office 365.

- Extensive experience with contact center and CRM technologies, including deployment and management of front-end applications.

- Competitive salary packages with fixed 13th-month salary and performance bonus

Gói lương cạnh tranh với lương tháng 13 cố định và thưởng hiệu suất.

- Premium health care insurance

Bảo hiểm y tế cao cấp.

- Annual performance review

Đánh giá hiệu suất hàng năm.

- Sponsored sports activities

Các hoạt động thể thao được tài trợ.

- Training section and rotation opportunities within subsidiaries

Cơ hội đào tạo và luân chuyển công việc trong các công ty con.

- Professional and creative working environment with up-to-date equipment

Môi trường làm việc chuyên nghiệp và sáng tạo với thiết bị hiện đại.