An exciting opportunity of Omnichannel CX Head for a global FMCG company is available in Ho Chi Minh city.

About the Omnichannel CX Head Role:

This position involves developing precise customer engagement strategies within the Omnichannel department, aiming to improve the customer experience and align with brand objectives.

Key Responsibilities:

• Grasp and implement the organisation's OC vision, strategy, and roadmap, acting as a trusted advisor to ensure a seamless and integrated customer experience
• Lead the strategic design and delivery of OC customer experiences, collaborating closely with Brand, Marketing, Field Force, and Medical teams
• Support the development of data-driven, personalised customer journeys and oversee their implementation
• Supervise the content strategy and aid in personalising content based on local needs/preferences
• Collaborate closely with country leadership teams to align OC strategy and roadmap with overall business objectives, monitoring progress against defined targets
• Act as a liaison between Business and Tech, translating business requirements into technology builds, and oversee the development of suitable Tech solutions to meet business needs
• Provide recommendations on customer experience KPI tracking and reporting based on the local context aligned with defined business objectives; support in optimising OC performance and maximising outcomes
• Monitor and share external trends with relevant teams to enhance OC ambition; collaborate with Marketing to develop innovative, effective, and efficient solutions that cater to evolving market dynamics
• Maintain oversight of evolving marketplace conditions and the competitive landscape; continuously seek and leverage innovative customer engagement techniques to bring new ways of thinking and a CX mindset to the brand teams
• Responsible for monitoring the performance and effectiveness of OC campaigns

To succeed in this role, you must have good communication skills in English.

Key Requirements:

• Develop and implement an overarching omnichannel strategy aligned with organisational goals and customer expectations
• Focus on understanding customer behaviours and preferences to tailor strategies that enhance their overall experience
• Ensure seamless integration and consistency across various channels for a cohesive customer journey.
• Lead and manage a team, providing guidance, mentorship, and fostering a collaborative and high-performing work environment
• Design effective marketing campaigns that utilise multiple channels to reach and engage target audiences effectively
• Utilise data analytics to measure and evaluate the performance of omnichannel initiatives, making data-
• Leverage relevant marketing technologies and tools to implement and enhance omnichannel strategies effectively

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.