Customer Experience Lead – Ordering Experience

  • Ha Noi
  • Leader
  • Full-time
JOB DESCRIPTION
  • Use customer insights to initiate & manage projects to improve customer experience & optimize service model for our B2B2C customers.
  • Develop, launch, manage as well as continuously improve our customer policies & operations procedure to suit customers needs and optimize cost to serve.
  • Identify & evaluate risks could occur during customer journey & collaborate with other stakeholders to have control & mitigation plan.
  • Manage customer experience KPIs with other stakeholders.
  • Manage team members with KPIs setting, performance. management & developing plans to improve team members skills & capabilities.
  • Research best practices in customer experience to benchmark & propose initiatives.
JOB REQUIREMENTS
  • Bachelor or higher degree preferable in business administration or supply chain.
  • Have at least 2 years in customer experience management position in logistics, tech or banking industries.
  • Experienced in managing projects.
  • Have knowledge in product development & logistics
  • Customer centric mindset
  • Experienced in data analysis using Excel. Bonus if have SQL experience
  • Good English communication
  • High adapt ability to fast-paced startup environment
  • Cross-functional teams working capability
  • Can travel as required
  • Strong problem solving and data-driven decision-making skills
  • Sharp communication & influencing skills
COMPENSATION AND BENEFITS
  • Attractive compensation package (you’ll love it)
  • 13th salary and performance bonus (up to 2.5 month salary), rewards for achievements, initiatives and good deeds
  • Performance review 2 times/ year
  • Annual leave: 15 – 20 working days/year and Other leaves/public holidays in accordance with the Labor Law of Vietnam
  • Periodic medical checkup, Health/Social Insurances & Bao Viet Insurance
  • Agile working environment,no dresscode (it’syour choice to be confident and comfortable)
  • Training courses: The Company will provide customized training courses according to business needs, Udemy, Coursera, Linkedin Learning are available upon your request
  • Team building, company trip and internal events each month.
  • Gym area, yoga/football/running… club