Customer Experience Lead

Job Description

• Strategic Decision

+ Set the direction and methods for sales and customer experience.

+ Establish the direction for Experience Team and monitor KPIs.

• People Management

+ Assess and coach store staff on D2C sales skill and core experience delivery.

+ Managing the recruitment process for the team, handling both entry-level and experienced hires, and conducting interviews.

• Operation Management

+ Manage daily meal shifts and break allocations for experience team members.

+ Monitor the operational status of the team to manage issues and report results related to:

+ Customer Experience Guidance

+ Product Sales

+ Payment process handling

+ Environment Setup (In Store)

+ Delivery Operation

+ O2O Customer Engagement

+ O2O Calendar Management

+ On/Off-line Return & Replacement

+ Customer Consultation

+ Online Event Support

+ Tech. Support & Consultation

• Customer Service Management

+ Monitor NPS KPI & VOC to ensure customer service at the highest level.

• Sales Management

+ Monitor and supervise all Sales KPI to achieve the assigned target.

Qualifications

• Bachelor degree of marketing /business administration or equivalent.
• At least 3 - 4 years experience in sales and customer experience/Customer Service Management for Well-known companies in Retail/Fashion/Cosmetics/Hospitality...
• Strong leadership and collaborative, creative, resourceful & strategic minded.
• Independent, self-motivated with excellent interpersonal and communication skills.
• Good analytical skills and high adaptability in a fast moving environment.
• Excellent English skills, able to communicate in Korean is an advantage.

Benefits:

• Opportunity to work with global brand campaigns.
• Competitive salary and performance bonus.
• Fast-paced, creative environment with growth opportunities in digital merchandising.
• Probation duration: 2 months, sign formal contract: Get social insurance, health insurance and unemployment insurance
• 12 annual leave/year (included in 2 annual leave of probation duration), team building, workshop, training
• Dynamic, professional and development environment.

Work Location: (updated according to the new Administrative Division classification)

- Hanoi: West Lake Showroom, 272 Vo Chi Cong Street, Phu Thuong Ward, Tay Ho District, Tay Ho Ward