HCM - Customer Experience Specialist

Mức lương

13 - 15 triệu

Khu vực tuyển

TP.HCM

Kinh nghiệm

2 năm

Hạn nộp hồ sơ:

10/07/2026

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Mô tả công việc

Contribute to the planning and execution of CX projects, with a focus on automation and AI-driven initiatives, including leading smaller-scale projects and supporting cross-functional implementations
Lead the execution and continuous improvement of CX-related systems and automated processes (e.g. feedback routing, auto-reply, survey triggers), ensuring performance stability and scalability
Identify system gaps, bugs, or inefficiencies within CX flows, and coordinate with IT and relevant stakeholders to resolve issues and enhance performance
Conduct deep-dive analysis on specific surveys or CX topics, identifying root causes and providing actionable recommendations to support targeted improvements
Drive project outcomes by ensuring customer feedback and issues related to owned initiatives are properly addressed, tracked, and resolved with measurable improvements
Collaborate with cross-functional stakeholders (e.g. Operations, eCommerce, IT, Training) to implement, maintain, and optimize CX initiatives post-launch
Act as a PMO for CX-related initiatives by tracking project progress, consolidating updates, and ensuring alignment on actions and timelines across stakeholders.
Support the development and maintenance of Customer Journey Maps (CJM), contributing insights and updates based on project outcomes and customer feedback
Conduct research on CX trends, best practices, and relevant technologies, and apply insights to improve ongoing initiatives
Participate in testing, validating, and refining new CX solutions or tools before scaling
Supporting VOC team in survey operations (e.g. deployment, monitoring) when required, ensuring alignment with project needs
Contribute to CX dashboards and reporting by providing inputs, validating data, and supporting analysis when needed

Yêu cầu công việc

Bachelor’s degree in business / economics / finance / marketing
Minimum 2 years of solid B2C and/or retail industry, customer experience-related fields
Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously
Strong analytical skills with the ability to interpret customer data and derive actionable insights.
Strong negotiation skills / ability to convince and influence teams
Proven experience in customer experience management, with a strong record of improving customer experience metrics.
Result oriented, strong commitment to deliver expected outputs
Ability to learn and highly adaptive
Innovative thinking and a customer-centric mindset

Quyền lợi

Social insurance coverage in accordance with the Vietnamese Labor Law
PTI Private Healthcare Insurance
Annual salary review and KPI-based bonuses
Paid leave: All Vietnamese public holidays plus 12–15 days of annual leave
Working tools are provided by the company
Provided with Trade Union
Exclusive employee discounts across all MAISON RMI brands (for Maisonistas only)