[HN] Voice of Customer Manager
Hà Nội
14 giờ trước
source : CareerBuilder

Mô tả Công việc

This Voice of Customer Manager will be in charge of developing & implementing customer research plan to collect voice of customers to support the improvement of B2B2C customer experience

Reporting Line : Head of Customer Experience

  • Develop research strategy, define research objectives & appropriate programs, monitor execution to obtain deep understanding of customer needs
  • Build & manage systems & tools to collect customer feedbacks
  • Report insights of customer needs for validating and proposing improvement in service model
  • Manage customer experience KPIs with other stakeholders
  • Manage team members with KPIs setting, performance management & developing plans to improve team members’ skills & capabilities
  • Research best practices in customer experience to benchmark & propose initiatives
  • Share with cross-functional teams about customer feedbacks, customer experience projects to raise awareness and support the development of a customer-centric culture
  • Yêu Cầu Công Việc

  • Bachelor or higher degree preferable in business administration or marketing
  • Have at least 2-3 years experience as research / market insight / voice of customer manager or senior associate
  • Have knowledge of customer experience management / customer journey mapping
  • Customer centric mindset
  • Good English communication
  • High adaptability to fast- paced startup environment
  • Experienced in data analysis using Excel. Bonus if have SQL experience
  • Cross-functional teams working capability
  • Can travel as required
  • Skills

  • Strong problem solving and data-driven decision-making skills
  • Sharp communication & influencing skills
  • Báo cáo công việc này

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