ho-chi-minh-citymarketing/digital-marketing2023-10-092023-12-08fmcgHo Chi Minh CityHo Chi Minh CityVNRobert Waltershttps://www.robertwalters.com.vnhttps://www.robertwalters.com.vn/content/dam/robert-walters/global/images/logos/web-logos/square-logo.pngtrue
An exciting opportunity of Omnichannel CX Senior Manager for a multinational FMCG company is available in Ho Chi Minh city.
About the Omnichannel CX Senior Manager Role:
The position entails overseeing the design and planning of customer journeys. This one will take charge of launching and expanding new channels, coordinating activities across various channels, formulating channel strategies, and assessing channel performance to shape a seamless Omnichannel (OC) customer experience.
Designs customer professional journeys by carefully selecting touchpoints, optimising frequency and sequencing, utilising 360 and behaviour-based personas. Creates a comprehensive, seamlessly integrated customer experience ecosystem with maximum reach and impact
Provides strategic guidance for enhancing Customer Experience (CX) by analyzing business objectives and customer needs. Develops, communicates, and implements business strategies and practices, continuously refining CX tools, documentation, and processes
Ensures consistency in digital and physical interactions using technology and digital solutions. Establishes a feedback strategy to foster meaningful engagement
Develops a high-level customer experience roadmap, sets prioritisation rules, and creates guidelines for enhancing customer experience. Monitors the performance of various internal and external platforms to enhance user experience
Takes the lead in developing channel strategies and action plans, enhancing the quality of customer interactions through improved cross-channel orchestration and personalization
Identifies opportunities for new channels based on customer preferences and formulates strategies to scale them. Provides recommendations on channels (e.g., site, email, paid social), collaborating closely with Tech to enhance the channel experience and address any associated risks or concerns
Utilises the CX framework, insights from customer data, and information from diverse channels (e.g., Field Force team feedback, social media, market trends, NPS scores) as well as external market research reports to adapt customer engagement strategies
Represents the voice of the customer to inform brand strategy, ensuring that the tactical plan effectively addresses CX challenges and opportunities
Tracks the performance of activities, customer journeys, and respective channels. Provides expert recommendations to respective brand teams on continuous optimisation
Collaborates with cross-functional teams (Field, Marketing, Medical, etc.) to utilise appropriate company-supported tools and keeps all functions and business partners informed about specific channel/campaign objectives. Guides the execution of a well-coordinated customer journey
To succeed in this role, you must have good communication skills in English.
Certifications in Digital Marketing
Certifications in Data Analytics
Certifications in Project Management
Proficiency in Campaign Management
Expertise in Channel Strategy and Management
Skilled in Customer Journey Mapping
Strong grasp of Customer Experience
Competency in Marketing Communications
Proficient in Data Analysis and Synthesis • Mastery in Marketing Analytics and Customer Insights
Familiarity with User Interface (UI) Design
Understanding of Cross-Channel Analytics
Knowledge of Digital Marketing
Strong Collaboration abilities
Effective Team Management skills
Proficient in Planning
Sound Decision Making capabilities
Demonstrated Creativity and Innovation
Proficient in using MS Office suite
Familiarity with Web Analytics tools like Google Analytics
Experience with CRMs like Veeva and Salesforce
Understanding of Data tools like Claravine
Proficiency in Marketing automation tools like SFMC and Pardot
This leading company needs no introduction and is recognised as the leader in their field of expertise. The culture is demanding but if you are confident and have a can-do attitude the potential rewards are significant.
If you are driven and looking for a new challenge, this is the role for you.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
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