Head of Customer Experience

An exciting Head of Customer Experience job has arisen in a leading education company in Ho Chi Minh City Vietnam.

About the Head of Customer Experience Manager Role:

The Head of Customer Experience Manager to ensure customer service to meet the requirement.

Key Responsibilities:

• In collaboration with the Head of Sales, ensure that relevant renewal and referrals offerings are in place and that the touchpoints with students are done in compliance with the SOPs in place
• Discuss with Internal Event Specialist (if applicable) to ensure the events and activities are aligned with student and prospects’ interest and serve as an effective tool to drive internal revenues for the centres
• Ensure the delivery of training sessions and that each centre comply with the student referrals invitation procedures
• Work collaboratively with the Head of Sales to improve the conversion rate of the referral shows
• Manage the performance of the coach team members and Service Officers (if applicable) functions in line with HR policies and procedures
• Coordinate with the Head of Teaching and validate the overall social calendar of each centre on a monthly basis and submit to marketing for design once approved by both parties
• Take action on areas of improvement identified through the quality management process
• Drive continuous improvement in the coach procedures when gaps are identified
• Work with Corporate Sales to ensure the corporate students have the same learning experience whether in-centre or online

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

Key Requirements:

• Minimum 10 years of customer experience or customer service management experience
• Dynamic leader with proven track record in customer service, coaching and/or sales
• Strong levels of integrity with a hard-work ethic
• English teaching experience is a plus
• Strong familiarity with company policies and procedures

This leading company has an outstanding international reputation in its field. This well-recognised brand offers a great working environment.

If you are driven, determined and want to take the next step in your career, 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.