Customer Experience Assistant Manager – Luxury Retail

duy anh fashion and cosmetic (dafc)

Ho Chi Minh, Vietnam

3-5 Years

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Job Description

Job Descriptions

This position holds full responsibility for driving customer experience and service quality standards for Rolex at DAFC

To lead and manage the overall customer experience and service quality across Rolex boutique operations.
Ensure consistency with brand standards through well-designed customer journeys, team capability development, and effective service quality control.
Customer Journey & Experience Management
Design and standardize key customer journeys, including new customers, sales, VIP experience, after-sales, and client retention
Define touchpoints, service standards, roles, and service level agreements (SLAs)
Ensure consistent execution aligned with brand standards
Assess service readiness across boutiques, including pre-opening preparation
Training & Team Development
Develop and implement structured training programs (onboarding and ongoing)
Enhance team capabilities in luxury service, client handling, and VIP engagement
Conduct roleplay sessions (including English) and in-store coaching
Monitor training effectiveness and continuously improve materials
Service Operations & Complaint Handling
Oversee the end-to-end complaint handling process from intake to closure
Establish SLAs, case prioritization, and escalation protocols
Collaborate with relevant stakeholders to ensure timely and effective resolution
Analyze root causes and drive service improvement initiatives
CX Governance & Quality Control
Develop and manage service quality frameworks (QA, scorecards)
Implement and oversee Mystery Shopper programs
Monitor performance, provide insights, and drive continuous improvements
VIP Client Experience & Communication
Execute VIP client strategies to ensure personalized and consistent experiences
Develop and enforce communication guidelines across all client touchpoints (in-store and digital)
Manage client expectations, particularly regarding product availability and service commitments
Cross-functional Collaboration
Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
CRM/Data: Define data requirements to support CX and VIP management. Leverage insights to enhance customer journeys and training effectiveness
Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager

Requirements

3+ years of experience in customer service or retail excellence, preferably in luxury retail or aviation
Strong capabilities in training, coaching, and service quality management
Strong journey design + training delivery capability
Excellent communication, problem-solving, and stakeholder management skills
Excellent stakeholder management (boutiques, after-sales, brand leadership. Internal stakeholders)
Strong English communication

NOTE:

All activities must comply with Rolex brand standards and require approval where applicable

Benefits

Attractive Compensation: Competitive salary package, including fixed 13th-month salary.
Health & Well-being: Comprehensive healthcare insurance.
Career Growth: Annual performance reviews, training programs, and internal rotation opportunities to support your development.
Exclusive Employee Benefits: Enjoy 20–50% discounts on DAFC products and access to special internal sales events with exceptional offers on luxury items.
Workplace Experience: A professional, creative, and well-equipped working environment where you can explore the world of luxury fashion.
Team Culture & Engagement: Be part of a vibrant company culture with happy hours, team-building activities, year-end celebrations, and more.
Luxury Industry Exposure: A unique opportunity to work in Vietnam's premium fashion retail sector, surrounded by iconic global brands