Position Description

I. Background Information

Position Title:
Customer experience specialist
Location:
Hanoi
Function/Department
Marketing / S&M - General Motors Vietnam

II. Purpose

This position will support Customer Experience Specialist to implement projects in CX and Dealer Marketing projects from June 2017 to April 2018

III. Areas of Responsibility


Area of Accountability


Percent of Time


Local/ Regional/ Global


Key Responsibilities
Dealer Marketing

50%


Local

  · Coordinate with dealers on dealers Marketing plans and execution
Customer experience projects
50%

Local

  · Support direct supervisor to deploy monthly Customer Satisfaction Index research
 · Support direct supervisor to work with dealers in managing Siebel customer relationship management
 · Support direct supervisor on Customer Care management – work with related departments and dealers to solve customers’ complaints

IV. Organizational reporting

 
 
 
a. Job title(s), names, person to whom the supervisor of the position reports:
National Marketing & CX leader
b. Job title(s), names, person to whom the position reports:
Customer Experience Specialist
c. Job title(s), names, and level(s) of peers to this position.
 
d. Example of equivalent job title to the position, i.e. same level of responsibility
Brand activation specialist, Digital specialist
e. Job titles and levels which directly report to the position evaluated
 

V. Knowledge, Skills, Experience, and Competencies

Knowledge:

  • Marketing management
  • Research
  • Customer experience

Skills:

  • Excellent spoken and written communication in Vietnamese;
  • Good organizing and planning;
  • Good office computer skill (MS office, website)

Experience/Education:

  • Graduated in Marketing or related majors
  • At least 01 year in Customer Care, or Research or Marketing positions

Competencies:

  • Problem solving
  • Pro-active
  • Prioritization
  • Result-driven

VI. Contact:

  • Ms Nguyen Ha Linh at linh.nguyenha@gm.com
  • Handphone: 0949 503 288