[HN] CLIENT EXPERIENCE EXECUTIVE/ CHUYÊN VIÊN QUẢN TRỊ TRẢI NGHIỆM KHÁCH HÀNG

The CX Executive supports the Client Experience Management Team in delivering consistent, high-quality customer experiences across all touchpoints of Tam Sơn. This role is responsible for managing customer interactions, handling multi-channel feedback and complaints, and supporting the execution of CX initiatives that drive service excellence. The ideal candidate has a genuine passion for customers, a data-driven mindset, and the ability to collaborate effectively with frontline teams and cross-functional stakeholders. Through this work, the CX Executive plays a key role in building Tam Sơn’s customer-first culture - and becoming a trusted companion who inspires customers in their lifestyle journey.

1. Customer Insights & Data Analysis

- Implement and monitor key CX metrics (NPS, CSAT, CES, and Mystery Shopper programs…)

- Collect, consolidate, and analyze customer feedback, survey data, and behavioral insights to identify trends and root causes

- Translate data insights into actionable, customer-centric recommendations to improve service quality

- Prepare and deliver regular monthly and quarterly reports on satisfaction performance, complaint trends and CX KPIs

2. Customer Service & Complaint Handling

- Operate customer contact channels (hotline, email, Zalo, Google Reviews…), ensuring timely, accurate, and professional responses

- Receive and manage aftersales complaints from multiple sources (CSAT surveys, store escalations); assign cases to relevant departments and follow through to resolution

- Handle complex or escalated cases that cannot be resolved at store/E-com level

- Review and validate goodwill and compensation proposals from sales teams to ensure consistency and fairness

- Maintain and update the Customer Knowledge Base (CS Playbook, CS Guide) to ensure all information is accurate and accessible

3. Continuous Improvement & Process Optimization

- Plan and execute customer experience projects, collaborate cross-functionally to implement CX improvement plans

- Stay current with CX trends, tools, and best practices; contribute innovative ideas

- Identify opportunities to optimize customer interaction processes across all touchpoints

- Participate in workflow improvement, documentation of SOPs, and system upgrade requests (e.g., Contact Center, CRM)

4. People Development & Training Support

- Assist in training frontline teams on VOC (Voice of Customer), complaint handling, and service recovery

- Update training materials, prepare assessment content, and support training onboarding of new stores

- Coordinate in evaluation and recognition of Store Service Excellence KPIs

- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field

- 3 years of experience in Customer Service, Customer Experience, Retail Operations, or related roles

- Experience handling customer complaints and multi-channel communication (hotline, email, social platforms) is preferred

- Familiarity with CX metrics (NPS, CSAT, CES, Advocacy) and basic data analysis is an advantage

- Experience in retail, luxury, or service-oriented industries is preferred

- Proficiency in Microsoft Office (Excel, PowerPoint); experience with CRM or CX platforms (e.g., Caresoft,Qualtrics, Salesforce) is a plus

- Strong communication skills in both Vietnamese and English (written and verbal)

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

- Premium health care insurance

- Annual performance review

- Sponsored sports activities

- Training section and rotation opportunities within subsidiaries

- Discount of 30-50% for Group's products

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