Head of Customer Experience

ILA Vietnam · Hồ Chí Minh

Loại hình

Toàn thời gian

Hình thức

Tại văn phòng

Cấp bậc

Giám đốc

Ngành nghề

Ngành nghề khác

Mức lương

Thương lượng

Địa điểm

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

CX Strategy & Execution
Design and implement a comprehensive customer experience strategy aligned with ILA’s mission and growth objectives.
Establish clear CX standards and ensure consistency across all centres and channels.
Develop and refine customer journey maps to identify gaps and opportunities for improvement.
Voice of Customer & Insights
Build and manage customer feedback systems (e.g. NPS, CSAT) to continuously capture actionable insights.
Analyze customer data to guide strategic decisions and drive service innovations.
Present regular reports and insights to senior leadership to inform business strategy.
Operational Excellence & Service Quality
Lead cross-functional efforts to improve service delivery across centres, online platforms, and support channels.
Monitor customer service metrics and drive continuous improvement initiatives.
Coordinate with the Training team to design and develop training courses and content on service procedures and expected behaviors, ensuring a consistent level of service is delivered across the company.
Implement tools and technologies to enhance customer experience and responsiveness.
Brand & Reputation Management
Partner with Marketing to ensure customer touchpoints reflect ILA’s brand values and voice.
Handle escalated cases or crises involving customer dissatisfaction with sensitivity and professionalism.
Act as the internal advocate for customers, influencing policies and processes to enhance their experience.

Kinh Nghiệm Làm Việc Với Khách Hàng, Phân Tích Hành Vi Khách Hàng, Quản lý khách hàng, Hỗ Trợ Khách HàngQuyền lợi:
performance bonuses
,• private healthcare annual packages
,• Discount up to 90% on English tuition fees for staff and close relatives.
Regular training, as well as participation in various special programs and courses offered by the headquarters.

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