Senior Manager/Head of Customer Experience
The Customer Experience Team within the Strategy & Innovation Office aims to create engaging and meaningful customer experiences. It centers around the customer’s interests and harness the power of product management, research & development, analytics, and customer services to build the future health and wellness experience. We are looking for an advocate who is obsessed about consumer and wellness, understands what our consumers need, how to engage and speak to them at every point of their journey, and uses that knowledge to revolutionize how we approach and serve consumers.

This role will be responsible for bringing new experiences to our customers and consumers. You will drive the vision, strategy, and delivery of products, programs, and campaigns that touch our consumers’ minds and hearts. You will execute innovative strategies that will help retain and grow our consumers, increase efficiencies, and most importantly create a differentiated, delightful customer experience as we enter a new phase of growth. You will also be the primary interface for new experiential initiatives that will drive broader commerce long-term vision, with autonomy and extremely high visibility. This role will report to the Head of Strategy & Innovation Office.

1.6 Month Expectations

•Leverage existing or build new research and insights study to deeply understand existing, potential, and future consumers
•Leads journey mapping efforts to analyze the experience from the consumer’s perspective and help define the ideal experience, ensuring integration with existing and new consumer platforms (including CRM)
•Partner with Brand Incubator, Product Management, and other cross functional teams to assess where we are and should be in the long-term
•Uncover opportunities to leverage data and technology that will help brands and products team create a proactive transformative consumer experience
•Establish business cases for where we should prioritize and why
•Define the vision, strategy, and roadmap to activate and deliver core online/offline/digital consumer experiences, including: engagement, promotion, loyalty, and retention.
•Identify, develop, implement and track key performance indicators for the team
•Collaborate with Brand Incubator on go-to-market launches of both products & experiences
•Manage initiatives related to consumer survey, research and insights, competitive intelligence, and experiments to identify new touchpoints and drive decisions across organization

2.12+ Month Expectations

•Establish a center of excellence that develops best practices, tools and resources to advance customer experience across our org
•Design and implement delightful customer experiences that will be a competitive advantage to our brands’ success and growth – programs that can be both cross-brands, brands-specific, or corporate.
•Oversee all consumer-related interactions – implement and measure the effectiveness of experiential products/programs/campaigns across all channels: online/offline/digital
•Manage, enhance CX metrics and customer scorecards with dashboards and reporting to maximize business impact.
•Lead development of customer data analytics efforts to identify potential, at-risk, and future consumer groups and predict future customer outcomes
•Design with Learning & Development an experiential training to advance employee capability to deliver a competitive customer experience

3.Basic Qualifications

•Bachelor’s Degree in Business, Computer Science, Engineering, or related field
•10+ years of experience in consumer experience-related fields
•6+ years of experience managing teams
•4+ years of experience in a consumer-facing product management role
•Customer-obsessed – understand our customer and how to speak to them across their journey
•Digital native – fluent in mobile first digital product management for GenZ and Millennial consumers
•Extensive knowledge of social platforms like Instagram, TikTok, YouTube
•Experienced working with research and product teams to build and launch new experiences
•Deeply experienced with consumer experience analysis (consumer life time value, life cycle, behavioral and psychological analytics) for omni-channel business

4.Preferred Qualifications

•7+ years of experience in a consumer company or marketing/ad agency
•Experience in a DTC consumer brand
•Experienced working cross-functionally spanning multiple business units especially during transformation
•Experienced in building and operating consumer research & experience function – proven success in customer acquisition using creative and data-driven tactics


Should you be interested in this position, kindly send your profile to email: sio_hr@vinamilk.com.vn (Recruitment Team – HR Dept.)

Thanks for your attention and application!

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