Job Purpose
This role plays a critical part in Customer Centricity Team, who will take lead in understanding voice of customers, distributors & employees (CDE) to facilitate improvement needed to elevate customer experience and strengthen HVN value proposition.
This role will be responsible for:
- Understanding Voice of CDE: Design survey approach; data analytics and evaluation.
- Driving continuous improvement: Define action plan/ improvement approach to tackle on customer pain-points or capture on opportunities to drive better business value.
- Sales Communication & Engagement: managing effective communication for Sales Team, in which involves in coordinating and managing centralized weekly/ monthly sales communication & in-charge of organizing Commercial Conference- the biggest Sales Engagement Platform.
Accountability
CDE Data Analysis
- Develop plans for VOC, VOD, VOE and other customer survey throughout the year as required.
- Coordinate with Contact Center to conduct OTIF Voice of Customer/ Distributor/ Employee NPS and insight report.
- Analyze customer feedback and survey responses to define key trends and critical insights to drive actionable improvement.
- Propose on JBTDs to ensure improvement in CDE NPS score.
- Facilitate monthly engagement to debrief report with relevant stakeholders, for instance: sales team at BUs with clear highlight on performance & focus areas.
Short-term Close-the-loops
- Lead in facilitate daily stand-up with Contact Center (Inbound team) to review progress close-the-loops (Quick fix) to ensure timely intervention.
- Review of CTL quality to ensure compliance & effectiveness.
- Develop weekly highlights for Close-the-Loop (Short-term), to ensure timely updated on action taken upon customer feedback
CC Projects Management
- Identify and Align on Critical Pain-points from CDE platform to set up top focus close-the-loops project (max 9 projects).
- Work with transformation initiative leads/teams to initiate project, analyze business pain-point, align on project scope & KPIs & delivery timeline
- Coordinate, monitor and Work with initiative leads to update initiative status and solve problems as required, manage resources & risks, track progress and record performance.
- Manage project drumbeat to control quality and standards in completion and set up engagement cadence (daily, weekly, and monthly).
- Facilitate effective changes management with constructive communication to ensure smooth transition & adoption for new changes.
Sales Communication Management
- Set up and manage centralized sales communication channel Weekly or Monthly Highlight to provide official information and updated to Salesforce.
- Lead Commercial Conference as the biggest sales engagement platform.
- Coordinate with related teams to guide and support in developing clear & simple, constructive communication material to be shared & delivered.
- Develop standardized template & guideline for communication (eg: market visit, monthly report, etc).
- Govern & control on quality & quantity communication before airing.
- Engage with sales forces for feedback to continuous improvement.
Knowledge & Experience
Qualifications & Experience Required
Critical Skills Required:
- Excellent critical analytical skills and problem-solving aptitude.
- Data Analysis and Insight Driven: Excel in data collection, management, visualization to illustrate finding, drive actionable insight. Plus, if Experience with writing queries in SQL or other SQL-based languages.
- Effective communication: Strong spoken and written communication skills (in both English and Vietnamese) to collaborate with team members and to explain findings clearly to internal team as well as stakeholders.
- Stakeholder management: Able to work and collaborate with different stakeholder groups to closely monitor risks and identify opportunities for improvement.
- Project Management: Ability to manage projects from planning to execution to deliver expected requirements.
- Sense of ownership, a growth mindset, and the ability to recommend solutions which are scalable.
- Self-learner and quick to adopt new knowledge and technical skills.
- Effectively collaborate within a team as well as work independently.
Desirable: Experience with BI/analytics/statistics tools and languages
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