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Chief Customer Officer (CCO)
Our client is looking for the Chief Customer Officer (CCO). The role is to delivery end-to-end customer experience for both buyers and customers on company Platform by ensuring smooth operations in customer and partner support center, monitor and resolve emergency cases to protect company brand image and anticipate in resolving and reducing potential customer issues by Voice of Customer, close partnering with internal stakeholders and at the same time acting as change agent in building a Customer Centric organization.
Contact
Consultant: Thuy Vo
Email: thuy.vo@manpower.com.vn
Phone: +84 28 39110950- 118

Reports to Country Chief Executive Officer (CEO) with dotted line to Regional Chief Customer Officer.

Responsibilities:

  • Build close partnership with other departments (Commercial, E-commerce, Finance, Marketing, Technology etc.)...to engage and influence toward building a Customer Centric organization.
  • Manage the local Customer Care team to build efficient, positive team moral and engagement.
  • Maintain and build an influencing partnership with local BPOs.
  • Run and ensure highest standard of operational services by timely and quality response measured by regular NPS for both sellers and customer
  • Utilize available internal technology to improve customer experience and optimize human resources
  • Build local Customer Strategy roadmap to be ahead of customer trend/changes in the market as well as tackle Customer paint point through customer data analytics and voice of customer.
  • Able to manage crisis by problem solve and response in utmost timely manner
  • Engage with sellers and customers community by localize online and offline initiatives
  • Liaise with regional team for team building capability, training and roll out of regional initiatives

Key skills

  • Strong leadership skills to manage and lead 100+ team size and influencing BPOs partner
  • Results driven-focus on operations, deliverable and able to work under pressure
  • Interpersonal skills and capability to collaborate with stakeholders with diverging interests while delivering results
  • Structured work, focused on process, details and quality
  • Solid, detail-oriented documentation skills
  • Effective communication skills in English and local language
  • Strong logical and data analytic to build and execute strategy
  • Customer Centric mindset and influencer

Qualification

  • 10-15 years of experience in strategy/operational work with preference in Customer Management/Customer Experience/Customer Strategy
  • At least 5 years of management experience in an MNC
  • Education: Bachelor or Master in management or economics