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.

Key Responsibilities:

• 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.

Key Requirements:

• 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.

Apply today.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.