Customer Experience Manager

Thông tin tuyển dụng

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Quyền lợi

• Salary up to 30 million VND depending on capability (to be discussed during the interview) + incentive based on performance (open to negotiate).
• Career Growth: Fast-track promotion opportunities, including a path to Operations Manager.
• Professional Development: Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead in delivering exceptional customer experiences.
• Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
• Additional Benefits: Social insurance, statutory leave, and team-building activities.

 

Mô tả công việc

JOB SUMMARY

At PATI Group, we see Customer Experience (CX) as more than just support – it’s the foundation of how we build trust and keep customers coming back.

We are seeking an experienced Customer Experience Manager, with good ENGLISH skills, a true CUSTOMER-CENTRIC mindset, and hands-on experience working DIRECTLY with customers to lead our Customer Service (CS) team and act as a strategic driver in transforming the Customer Experience function into a Profit Centre.
This role combines leadership, customer insights, and commercial mindset - perfect for someone who can balance customer delight and business growth.

ESSENTIAL ROLES AND RESPONSIBILITIES

 

Drive Customer Experience as a Profit Centre

• Partner with the CEO to develop and execute strategies that turn customer experience into a key revenue driver.
• Identify and lead initiatives that leverage customer interactions for upselling and cross-selling opportunities.
• Reduce customer churn and increase Customer Lifetime Value (LTV) through data-driven action plans.

Build Lasting Customer Value

• Design and implement proactive programs to strengthen customer loyalty and maximize retention.
• Cultivate brand advocates who promote referrals and contribute to organic growth.

Elevate Support & Resolve Systemic Issues

• Act as the expert escalation point for complex or high-impact customer cases.
• Analyze customer feedback and data to identify root causes of recurring issues.
• Implement long-term, systemic solutions to enhance the overall customer journey.

Optimize Processes & Leverage Technology

• Collaborate cross-functionally to streamline customer touch points and improve efficiency.
• Utilize CRM tools (e.g. Freshdesk, Zendesk, Gorgias,…) to manage, monitor, and optimize team performance.

Enable Team Success & Training

• Build comprehensive SOPs and strategic playbooks for the CX team.
• Support the creation of Sales Kits and training materials to develop the team’s profit-driven mindset and product expertise.
• Coach and mentor team members to achieve performance excellence and growth.

Yêu cầu công việc

Must-Have Requirements

• At least 10 years of experience in Customer Experience, Customer Success, or related fields, with a proven customer-centric approach.
• Proven record of leading and developing CS team with measurable improvement in CSAT/NPS or retention metrics.
• Strong experience in building SOPs, sales kits, and managing team performance.
• Language Proficiency: Good command of ENGLISH (both written and spoken), which equivalent to IELTS 6.5 / TOEIC 900.
• Familiarity with CRM platforms (Freshdesk, Zendesk, Gorgias,…).

Behavioral Competencies

• Integrity: The No. 1 required quality.
• Data-Driven Decision-Making: Ability to make unemotional, logic-based decisions, while leading with authenticity and empathy.
• Discipline: High level of discipline with zero tolerance for undisciplined behavior.
• Mentorship: Ability to lead by example and develop junior team members into high performers.
• Psychological Understanding: Understanding how performance creatives work for each ad platform.
• Listening Skills: Ability to make others feel heard and valued during discussions and team interactions.
• Alignment with our core values and behaviors. Read more about our culture here: https://www.patigroup.com/t/culture.

Nice-to-Have Requirements

• Experience in E-commerce (Shopee, Tiki, Lazada, etc.), BPO (Concentrix, Transcosmos, TDCX,…), or industries with high customer service standards (Luxury, Airlines, Hospitality).
• Sales mindset with the ability to identify revenue opportunities within customer interactions.
• Strategic & profit-oriented mindset.
• Excellent communication and leadership skills.
• Strong analytical, planning, and optimization abilities.