Tuyển dụng Head of Customer Experience tại Hồ Chí Minh

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.

Yêu cầu công việc

Minimum 8 years of experience in customer experience, service excellence, or related fields, with at least 5 years in a senior leadership role

Proven track record of driving customer-centric transformation and managing cross-functional initiatives

Experience in the education sector or service-driven industries is preferred

Strategic thinking with strong analytical and problem-solving skills

Excellent communication, interpersonal, and leadership abilities

High emotional intelligence and customer empathy

Proficiency in CX tools, CRM systems, and analytics platforms

Change management and stakeholder engagement expertise

Quyền lợi

• Thưởng: performance bonuses
• Chăm sóc sức khoẻ: private healthcare annual packages
• Đào tạo: 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.