Senior Customer Experience Executive Công Ty Cổ Phần Vàng Bạc Đá quý Phú Nhuận - PNJ

* Mission: - Monitor and supervise the implementation of the Customer Experience Program to ensure its goals and create the highest level of customer satisfaction and customer loyalty. * Responsibilities: - Implement projects to enhance customer experience. Prepare progress reports and project performance reports. - Develop a plan for activities/events/decorations during special occasions throughout the year, following the seasons/festivals, to increase engagement and provide a consistent customer experience. - Design and execute customer satisfaction and loyalty initiatives to elevate customer engagement and foster brand allegiance. - Participate in building customer experience assessment tools/systems, propose suggestions, and implement improvement actions to improve customer satisfaction and retention rates. - Participate in customer journey mapping and identify gaps/opportunities opportunities to proactively enhance the customer experience. - Establish good touchpoints across the entire customer relationship journey, identify customer segmentation and develop suitable strategies, provide inputs for keeping fine-tuning the customer’s experience. - Coordinate with all internal stakeholders to carry out necessary work to ensure consistency and transparency in customer experience development projects. - Coordinate assessments with individuals and organizations to equip retail teams knowledge and skills to provide the best customer experience. - Perform other tasks assigned by superiors.

- 13th month salary bonus, Achievement bonus: 14th, 15th month salary and other bonuses according to company business results. - Business bonus monthly/quarterly/yearly. - Holiday, New Year, and extraordinary bonuses for excellent achievements during the month. - Salary increase based on energy and work efficiency. - Food, worry, telephone, and other support costs depending on position and nature of work. - Per diem expenses according to level. - Uniform allowance for five permanent employees. - Social Insurance, 24/24 accident insurance, Personal Health Insurance. - Annual health check-up. - Leave policy for employees from 12 days/year. - Training and career development program. - Professional, dynamic working environment, opportunities for advancement and career development. - Collective activities: Teambuilding, Cultural Festivals, Performing Arts, Educational Sports Clubs... - Trade union activities: Gifts on the occasion of March 8, October 20, International Children's Day June 1, Mid-Autumn Festival...

* Education: - Degree and major: Bachelor’s Degree or higher qualification in a relevant discipline/ business administration - Foreign language proficiency: English communication - Other experiences required by the industry: retail, customer service, events, customer experience, training, human resource assessment. * Experiences: - Minimum 4 years CX or relevant experience - Work experience related to current job: customer experience development, customer care system management, customer crisis handling, customer demand forecasting, business resource capacity assessment/ enhancement. - Having worked in large-scale retail companies is an advantage * Skills: - Job skills: training, analytical skills. - Soft skills: implementation, evaluation, partner management, creativity, results-oriented skills. - Management skills