Customer Experience Manager

Customer Experience Manager

Địa Điểm Làm Việc: Hồ Chí Minh
Thương lượng 1072 lượt xem - Hết hạn trong 21 ngày

Các Phúc Lợi Dành Cho Bạn

Private health insurance for employee and dependents
18 days of annual leave
Canteen

Mô Tả Công Việc

Job Purposes:
Be responsible for designing and continuously improving the customer | consumer journeys across different channels and digital products | platforms, consistently with global guidelines & business priorities. Working closely with the Product, Commercial, Marketing and Data team on designing on- and offline (with the digital-first in mind) customer interactions.

Job Description:
1. Customer Centricity Improvement
- Shape & design best practices, process, frameworks, and methodologies for customer-centric product development.
- Communicate, facilitate, and drive the uplifting of CX-related skillsets to relevant roles across D&T and other functions.

2. Customer Journey Understanding
- Work with Marketing, Commercial and Data teams to survey, research and collect assess customer feedback, data, and analytics.
- Shape and define various customer’s journeys based on relevant projects, channels, segmentations, and digital products.
- Drive initiatives to shape and consolidate customer journey’s insights into useful toolkits to deploy across different functions, channels, and products.
- Improve the overall digital experience and customer experience based on analytics and derived insights.

3. User Experience Enhancement
- Together with project & product team, identify critical customers’ needs & pain points across relevant products & projects.
- Conduct market research, data analysis, market observations & feedbacks in evaluating the opportunity for identifying experience gap, designing key initiatives to ease consumer needs and improve pain points.
- Design new journeys and improve existing ones based on collected insights, with clear & measurable project goals, comprehensive tasks and a realistic timeline to improve customer satisfaction and achieve specific objectives of the projects / products.
- Work with UX / UI team to implement the changes and conduct post-implementation monitor and measurement to ensure a continuous feedback loop.
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

1. What:
- Education: Bachelor’s degree or higher
- Work experience: 5+ years of customer experience / User experience / omni-channel marketing / product management in a complex international environment /FMCG industry.
- Digital Affinity: Familiar with IT & Data, digital platform, and value chains. UI skillset is a plus.
- Data Lover: Capable of analyzing large-scale, multi-channel customer data, and use analytics to arrive at data driven decisions that enable the prioritization of efforts along consumer journey.
- Journey Builder: Experience collaborating with UX / UI and Product Owner teams to design relevant customer profiles & journeys.
- Program Driver: Strong program management skills – capable of manage and participate in multiple projects across different stakeholders
- Agile Learner: Experience of working in lean, test & learn environment(s). Experience with Agile/Scrum development method is a plus
- Value & Logical Mindset: Commercial mindset, analytically strong, data-driven
- Languages: Fluent English required.

2. How:
- Key Leadership expectations: All leadership behaviors are required at a high level for this role. Ability to SHAPE, CONNECT & DEVELOP are key. Ability to connect IT and business teams.
- Communication skills: Role manages relationships with multiple stakeholders (both internally as well as externally) on both a strategic and tactical level. Ability to translate concepts into practice.
- Other skills: Exceptional stakeholder management, collaborative, change management and actually be energized by change, Proactive and ability to connect comfortably in a cross-cultural setting.

Địa Điểm Làm Việc

Vietcombank Tower - 05 Me Linh Square, D.1, HCMC

The HEINEKEN
HEINEKEN is the world's most international brewer. It is the leading developer and marketer of premium and non-alcoholic beer and cider brands. Led by the Heineken® brand, the Group has a portfolio of more than 300 international, regional, local and specialty beers and ciders. With HEINEKEN’s over 85,000 employees, we brew the joy of true togetherness to inspire a better world. We operate breweries, malteries, cider plants and other production facilities in more than 70 countries. Most recent information is available on our Company's website: www.theheinekencompany.com.

HEINEKEN Vietnam
HEINEKEN Vietnam is a successful joint venture between HEINEKEN and SATRA (Saigon Trading Group). The company has a proud history of over 30 years - growing from the first brewery in Ho Chi Minh City in 1991 to 6 nationwide with over 3,000 employees today.
We take Vietnamese people on our growth journey in the country. We are currently creating 152,000 jobs across the value chain, contributing an equivalence of 0.7% of Vietnam’s total GDP to the local economy and are among the country’s top taxpayers.
As a relentlessly innovative company, we combine international expertise with the local know-how and talent; and have been delighting Vietnamese consumers with a wide product portfolio for a variety of local tastes and drinking occasions, including Heineken®, Tiger, Larue, BIVINA, Bia Viet, Strongbow and Edelweiss. Many of our beers are innovations made exclusively for Vietnam and by Vietnamese brew masters. For more information, please visit our HEINEKEN Vietnam website at: www.heineken-vietnam.com.vn.

Diversity, Equity and Inclusion
Embracing and celebrating diversity is core to HEINEKEN’s purpose of “brewing the joy of true togetherness to inspire a better world”. We believe that people as diverse as our brews – including and not limited to gender, ethnicity, age, sexual orientation, religious belief, nationality, social background, disability and thinking style – enrich our lives and strengthen our business. We welcome and consider applications from all qualified candidates as we champion a culture of belonging that provides fair and equal opportunities for all.

Xem toàn bộ thông tin công ty
Vietcombank Tower, 18th & 19th floor, 05 Cong Truong Me Linh, Ben Nghe Ward
1.000-4.999 nhân viên
Recruitment team
Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

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