The Role
Manage customer experience projects with the parent company to improve service quality and satisfaction, optimize customer journeys, identify upsell/cross-sell opportunities to grow revenue, analyze feedback and revenue data, report KPIs, and train/coach customer service teams while coordinating cross-departmentally.
Summary Generated by Built In
ACG_3737_JOB
Our client is a leading express delivery and logistics company in Vietnam, seeking experienced professionals to join their organization.
Job Overview: Manage and implement the customer experience project between the Company and its parent company, with the aim of maintaining and increasing revenue from existing customers while enhancing service quality and customer satisfaction through workforce coordination, customer service process optimization, and the identification of growth opportunities.
Project Management and Coordination
- Develop plans, monitor progress, and coordinate activities related to the customer experience project.
- Work closely with the Head of Customer Service, the Strategic Account Director, and relevant personnel from the parent company.
- Organize project meetings, consolidate reports, and monitor KPIs.
Customer Experience Development and Revenue Growth Support
- Develop and optimize the customer journey to improve customer satisfaction and engagement.
- Propose special customer care programs and growth solution packages, including upselling and cross-selling initiatives.
- Collaborate with relevant departments to propose value-added service solutions and create opportunities to increase revenue from existing customers.
Data Consolidation and Analysis
- Analyze customer feedback and revenue data, recommend improvements, and propose strategies to enhance business performance.
- Prepare periodic reports on customer experience performance for the Management Boards of the Company and its parent company.
Training and Team Support
- Guide customer service employees in implementing new processes.
- Coordinate with other departments to resolve relevant issues.
- Perform other duties as assigned by the direct manager.
Requirements
- Bachelor’s degree or higher in Business Administration, Marketing, Commerce, Economics, or a related field.
- Under 40 years old.
- At least 3 years of management experience in sales, customer service, or customer development.
- Experience in project management or working directly with strategic customer groups.
- Strong leadership, team coaching, and effective communication skills.
- Strong data analysis, reporting, and improvement recommendation skills.
- Fluency in all four English language skills.
Benefits
- Kaizen bonuses, project bonuses, and year-end bonuses.
- Professional training in transportation services and logistics.
- Opportunities to develop professional skills in an international working environment.
- Dynamic and friendly working environment with flexible working hours.
- Full participation in social insurance, health insurance, and unemployment insurance.
- Annual health check-ups.
- Annual company trips, team-building activities, and year-end parties.
- Additional company benefits, including bonuses for public holidays, Lunar New Year, and the company’s anniversary; birthday gifts; and benefits for illness, weddings, and bereavement.
Working hours: Monday to Saturday morning, from 8:00 AM to 5:30 PM.
Contact: Phuong Tran, Giau Nguyen or Thuong Le
Due to the immense number of applications, only shortlisted candidates will be contacted.
Skills Required
- Bachelor's degree or higher in Business Administration, Marketing, Commerce, Economics, or related field
- Under 40 years old
- At least 3 years of management experience in sales, customer service, or customer development
- Experience in project management or working directly with strategic customer groups
- Strong leadership, team coaching, and effective communication skills
- Strong data analysis, reporting, and improvement recommendation skills
- Fluency in all four English language skills (listening, speaking, reading, writing)
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The Company
What We Do
Aloha Consulting Group (ACG) is a consulting firm specializing in digital transformation, technology, marketing, investment, and financial services. Its mission is to make finding rewarding jobs easier and to be a leading firm in Southeast Asia by leveraging human elements and technology.
