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Customer Experience Manager

The Coffee House - Hồ Chí Minh - Operations Full-time

Mô tả công việc

I. Responsibilities:

  • Design customer journey and customer touch-points;
  • Work with relevant departments to understand customer expectation at each journey/touch points (customer cooridoor), from there create a ‘’TCH experience’’ which is very unique and personalized;
  • Set score/measurement (KPIs) for each journey/touch points;
  • Have report and dash-board to see where we are vs desired score;
  • Continuously discuss and get alligment with key stake-holders (department head of PIC) on need-to-be-improved ares;
  • Coordinate with all department to acknowledged which projects are happening, how it will impact to the desired score of each customer journey (touch-points) or need-to-be-improved plan;
  • Follow up to track / push on all need-to-be-improved activities;
  • Continually review and evolve the collection of SOPs and reports that TCH uses to track, oversee and organize every interaction between the customer and TCH throughout the lifecycle;
  • Develop listening points in the customer journey, set clear expectatinon for each customer segmentation and identify opportunities for continuous improvement;
  • Test new strategies for driving customer value.

II. Requirement:

  • 3+ years of experience in a customer-centric role;
  • 1+ years of management or project management experience;
  • Highly empathetic and customer centric orientation, strong result-oriented, problem solving mindset and behavior;
  • Excellent communication in both Vietnamese, English and relationship-building skills;
  • Good net-work and relationship building skills, for both internal (colleagues) and external (customers) stake-holders;
  • Analytical, data driven to use data set up report, dashboard as well as to track every activities measurement. Strong ability to interpret insights from data;
  • Highly adaptable, and able to thrive in ambiguous or uncertain environments.
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Địa điểm phỏng vấn: The Coffee House - Hồ Chí Minh

Phòng ban: Operations

Hạn nộp hồ sơ: 17/06 — 31/07/2020

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