Position Overview
The Head of Customer Service & Experience will lead the overall strategy and transformation of customer service and customer experience across VinFast's markets.
This role is responsible for building a best-in-class, customer-centric service organization, ensuring seamless experiences across all touchpoints—from vehicle purchase and delivery to ownership, after-sales service, digital channels, and customer support.
The successful candidate will combine strategic CX leadership, operational excellence, digital transformation, and strong people leadership to drive customer satisfaction, loyalty, and long-term business value.
Key Responsibilities
1. Customer Experience Strategy
- Develop and execute VinFast's overall Customer Experience (CX) strategy aligned with business and brand objectives.
- Define the end-to-end customer journey across key touchpoints, including sales, delivery, vehicle ownership, after-sales service, digital platforms, and customer support.
- Identify customer pain points and lead initiatives to improve customer satisfaction, loyalty, and retention.
- Establish CX standards, governance frameworks, and service principles across markets.
- Partner with senior leadership to embed a customer-centric culture throughout the organization.
- Collaborate closely with Sales, Marketing, Product, Aftersales, Service Operations, Quality, Technology, and Regional teams to resolve customer pain points.
- Represent the customer voice in business decisions and product/service development.
2. Customer Service Operations
- Lead the overall customer service organization, including contact centers, digital customer support, complaint management, roadside assistance, and other customer-facing services.
- Establish and continuously improve service standards, SLAs, KPIs, processes, and operating models.
- Drive operational excellence through process optimization, automation, and digitalization.
- Ensure consistent and high-quality customer service across different channels and markets.
- Develop effective escalation and issue-resolution mechanisms for complex customer cases.
3. Digital & Technology Transformation
- Lead the transformation of customer service through CRM, AI, automation, chatbots, self-service, and digital customer engagement platforms.
- Work closely with Product, Technology, Digital, and Data teams to develop seamless omnichannel customer experiences.
- Leverage technology and analytics to improve service efficiency while maintaining a high-quality human experience.
- Lead cross-functional transformation projects to improve the end-to-end customer journey.
4. People & Organizational Leadership
- Build, develop, and lead a high-performing customer service and experience organization.
- Establish organizational structures, talent strategies, capability frameworks, and performance management systems.
- Coach and develop senior managers and CX leaders across functions and markets.
- Foster a culture of customer obsession, accountability, continuous improvement, and innovation.
Requirements
Bachelor's degree in Business Administration, Marketing, Customer Experience, Operations, or a related field; MBA is a plus.
12+ years of experience in Customer Experience, Customer Service, Customer Operations, or related functions, with significant experience in senior leadership roles.
Proven track record of leading large-scale customer service/CX organizations and transformation initiatives.
Strong experience in developing and implementing end-to-end CX strategies and customer journey transformation.
Experience managing omnichannel customer service operations, contact centers, CRM, digital channels, and customer analytics.
Strong understanding of CX metrics
Demonstrated experience using technology, automation, AI, and data analytics to transform customer operations.
Strong commercial and strategic mindset with the ability to connect CX initiatives to business outcomes.
Excellent stakeholder management and communication skills, with the ability to influence senior executives and cross-functional teams.
International or multi-market experience is highly preferred.
Experience in automotive, mobility, EV, technology, e-commerce, fintech, telecommunications, hospitality, or other customer-centric industries is an advantage.
Fluency in English is required.
Benefits
Why Join VinFast
- Join a global EV company at an exciting stage of international growth.
- Play a key leadership role in shaping the future of customer experience in the automotive industry.
- Work directly with senior leadership on strategic customer-centric transformation initiatives.
- Lead large-scale CX transformation across multiple markets.
- Be part of a fast-paced, innovative environment with significant opportunities for impact and growth.
