The Customer Experience 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. This role will report to the Head of CX.

•   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

•   Support on building CX strategy to activate and deliver core online/offline/digital consumer experiences, including: engagement, promotion, loyalty, and retention.

•   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

•   Research and 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.

•   Tracking 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

•   Bachelor’s Degree in Business, Computer Science, Marketing/Communications or related field

•   5+ years of experience in consumer experience-related fields

•   2+ years of experience managing teams

•   Customer & commercial-obsessed – understand our customer and how to speak to them across their journey

•   Owner mindset - taking responsibility for outcomes

•   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

•   2+ 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 and cover letter to email: sio_hr@vinamilk.com.vn (Recruitment Team – HR Dept.)