Head of Customer Experience

An exceptional opportunity awaits for an accomplished professional to step into the role of Head of Customer Experience in Ho Chi Minh City. This position is designed for someone who thrives on shaping and executing customer experience strategies that drive satisfaction, loyalty, and sustainable business growth.

The organisation offers a supportive environment where your expertise in strategic planning, advanced analytics, and people development will be valued and nurtured. With a focus on continuous improvement and innovation, this role provides the platform to make a significant impact on both the customer journey and organisational success. Flexible working opportunities and a commitment to professional growth are just some of the benefits you can expect as you lead transformative projects and champion best-in-class service delivery.

• Shape and execute a comprehensive customer experience strategy that aligns with organisational vision and drives measurable results across all departments.
• Lead cross-functional teams to foster a culture centred around the voice of the customer, ensuring high standards of service delivery at every interaction.
• Benefit from flexible working opportunities, ongoing training programmes, and a collaborative environment dedicated to your professional development.

What you'll do:

As Head of Customer Experience, you will play a pivotal role in shaping how customers interact with every facet of the organisation. Your day-to-day responsibilities will involve close collaboration with senior executives across multiple departments to ensure that every initiative is aligned with overarching business objectives. You will be responsible for designing robust processes that set new standards in service delivery while leading efforts to embed a truly customer-focused mindset throughout the company. By leveraging advanced analytics, you will uncover actionable insights that inform retention strategies and drive continuous improvement. Your leadership will extend to overseeing high-level training programmes aimed at empowering senior managers with the skills needed to deliver outstanding service. Additionally, you will guide transformative projects from conception through execution, ensuring they deliver meaningful impact on both operational efficiency and customer satisfaction. Through your efforts, you will help create an environment where innovation flourishes and every team member is committed to delivering memorable experiences.

• Develop and implement a holistic customer experience strategy that supports the organisation’s long-term goals and vision.
• Champion a customer-centric culture by advocating for the voice of the customer at executive levels and embedding it throughout all operations.
• Oversee the design, standardisation, and continual refinement of sophisticated customer service processes, including codes of conduct and standard operating procedures.
• Set ambitious benchmarks for customer service quality and ensure consistent achievement of key performance indicators across all centres and departments.
• Spearhead advanced training programmes for senior leaders in customer service, working closely with the Training Department to deliver impactful workshops and upskilling sessions.
• Provide strategic oversight to guarantee exceptional service delivery at every customer touchpoint while developing frameworks for monitoring feedback and complaints.
• Utilise advanced analytics to identify trends in customer behaviour, enabling data-driven strategies for retention, engagement, and satisfaction.
• Lead large-scale transformation projects related to service delivery, ensuring effective cross-functional collaboration for timely execution aligned with strategic objectives.
• Act as a strategic liaison between Customer Experience and other executive functions such as Academic, Training, Marketing, and Operations to ensure seamless experiences.
• Foster an environment of innovation within the team by encouraging exploration of new technologies and methodologies that enhance the overall customer journey.

What you bring:

You bring not only technical expertise but also refined interpersonal skills that enable you to build consensus among stakeholders from various backgrounds. Your approach is grounded in empathy—ensuring that every decision considers both organisational needs and individual experiences. You are adept at translating complex data into actionable insights that drive tangible improvements in retention rates and satisfaction scores. Your fluency in English and Vietnamese allows you to communicate effectively across cultural contexts while your commitment to nurturing talent ensures those around you grow alongside the business. Above all else, your dedication to continuous learning keeps you ahead of industry trends so you can introduce innovative solutions that keep the organisation competitive.

• A Master’s degree in Business Administration, Customer Experience or a related field is required for this executive position.
• At least 10 years’ proven experience in senior roles focused on customer experience or service management within complex organisations.
• Demonstrated ability to develop comprehensive strategies that elevate customer satisfaction while supporting business growth objectives.
• Exceptional leadership qualities with extensive experience managing cross-functional teams at an executive level.
• Expertise in designing advanced training programmes for senior staff members as well as facilitating high-impact workshops.
• Strong background in process development, strategic planning, operational leadership, and continuous improvement initiatives.
• Outstanding communication skills in both English and Vietnamese with an ability to influence stakeholders at all levels.
• Proficiency in utilising advanced analytics tools to interpret data trends and inform decision-making processes related to retention and engagement.
• Track record of successfully leading large-scale change management projects involving multiple departments or business units.
• A passion for fostering innovation within teams by exploring emerging technologies that enhance the overall customer journey.

What sets this company apart:

This organisation stands out as a leader committed to delivering exceptional value not only to its customers but also its employees. The company places strong emphasis on professional development by offering access to ongoing training opportunities tailored specifically for those seeking advancement within their careers.By joining this team as Head of Customer Experience, you become part of a network dedicated not just to achieving business goals but also making a positive impact on everyone involved in the customer journey.

What's next:

If you are ready to shape the future of customer experience at an influential organisation while advancing your own career ambitions, this is your moment—apply now!

Apply today by clicking on the link provided; take your next step towards making a lasting difference.

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