Customer Experience Design Manager

Job Purpose:

• The primary responsibility of the Customer Experience Design Manager is to embed and execute the pillars of Customer Centricity Framework, as one of the Key Commercial Enablers withing Heineken Vietnam

• The job holder will have a mandate to establish and maintain a deep understanding of our customers and partners and use this to shape and iteratively improve the products and service we offer

• The job holder is responsible for leveraging the Voice of Customer, Voice of Distributor, and Voice of Employee.

• Person in this role is also responsible for identifying solutions and steering the initiatives to drive the changes and value creation

• Success measures in this role will be based upon agreed Customer Satisfaction measurements

Key Accountabilities:

• To own the Customer Centricity framework

• To own and measure true customer satisfaction, convert this data into insight, and be able to share widely across the organization (including senior stakeholders)

• The Job Holder is responsible for the management of the Customer Centricity helpdesk, with the support of 3rd party agents (see the structure below)

• To actively seek out and research best practices in the customer journey both globally in Heineken and outside in other sectors. To research and consider how we will change our customer proposition in the future, as we move towards a more digitally connected customer

• A broad-based commercial/sales background, with extensive knowledge gained from working in several roles in different functions

• A passion for the customer, ensuring we do what’s right for the customer every time

• Examples of having led customer experience/service improvement programs

• Good understanding of technology – digital savvy person, easy to work with digital products

• Manage multi-tasks and well project management skill

• Ability to build attractive storytelling, create visually appealing designs, presentations

• Skilled in Excel, PowerPoint, Power BI (Customer Gauge and Customer CRM systems would be additional benefit)

• Intermediate level of English