Manager, Customer Experience (Marketing)

Location: HCMC

At FWD, we are Everyday Trailblazer!

  • [Challenger] - throw out the rule book and use our passion and ideas instead
  • [Collaborator] -  propose for different perspectives and collaborate those differences 
  • [Champion] - treat others with fairness, respect and add value to lives of other people
  • [Performer] - have passion for thinking ahead and put ideas into actions    

Introduction / Job summary

The Manager, Customer Experience (CX)  will assist the Associate Director, CX and CMO in working with Senior Management, cross functional stakeholders to deliver the best customer experience at all touch points. The expectations for the Manager, CX  include:

  • A self-driven and independent individual who can oversee CX improvement projects and day to day customer recovery programs.
  • Collaborating closely and effectively with multiple stakeholders across the different departments in implementing customer experience initiatives.
  • Having the ability to influence, give advice to the CX Ambassadors as they help co-ordinate organization changes.
  • Having passion for customers and standing from their perspectives to consult the business decision. 

The Job

  • Accountable for customer experience KPIs and prepares corresponding reports (e.g. customer satisfaction reports/researches).
  • Generate customer experience improvement initiatives using data insight and ongoing measurement.
  • Collaborate with internal and external departments for CX improvement initiatives.
  • Co-ordinate across departments in case of customer experience issues.
  • Be the voice of the customer and help the organization understand how to satisfy their needs.
  • Champion marketing strategy and ensure they are integrated into future activities.
  • Ensure and maintain good relationships with key and relevant service providers to promote the branding of the company.
  • Other tasks as assigned by line manager.

The Person

  • University Degree in a business, marketing or related discipline. Post-graduate qualifications/high degree is an advantage.
  • Should have level of skill commensurate with 5 years’ relevant experience
  • Good understanding of the full marketing mix
  • Proven track record of initiating, planning and delivering projects.
  • Proficient in MS Excel, PowerPoint and is able to learn unfamiliar systems quickly.
  • Problem solver and data driven – thinks through issues with structure and leverage to data inform their decision and solutions.
  • Excellent written and communication skills.
  • Have ability to influence internal and external stakeholder.

If you are ready to blaze a trail, why don’t you “Apply Now” to join us on our exciting journey?
*Please note that only shortlisted candidates will be contacted.