Position Description

I. Background Information

Position Title:
Customer experience supervisor
HR Contact:
linh.nguyenha@gm.com
Function/Department
Marketing / S&M
Location:
Hanoi

II. Purpose

We are looking for a Customer Experience supervisor who will be leading customers experience across different business unites to deliver a seamless customer experience across every customer touch points.  

III. Areas of Responsibility

Area of Accountability
Percent of Time
Local/ Regional/ Global

Key Responsibilities

Customer experience
100%
Local/ Regional

- To support development/rollout of Customer Journey Mapping training and using the results to drive innovation and define customer experiences throughout the organization.

- Drive I CARE culture across the organization, acting as ultimate champion for the customer. Ensure the organization places the customer at the center of everything we do.

- Operationalize I CARE recognition program across the Chevrolet and Dealer organizations. Effectively manage the program leveraging the field and dealer network.

- Develop and execute focused field and dealer communications supporting key customer experience KPI’s.

- Develop Customer Experience Training programs collaborating with the Chevrolet training team.

IV. Knowledge, Skills, Experience, and Competencies


Knowledge :

- Sound knowledge of Customer buying behavior and lifecycle management.
- Strong working knowledge of Customer Journey mapping based research and ability to interpret and localize information to organizational needs.

Skills :
- Creativity and Innovation, ability to develop detailed business plans. Ability to identify resources, implement action plans
- Excellent spoken and written communication in Vietnamese;
- Fluent spoken and written in English;
- Good organizing and planning;
- Good office computer skill (MS office, website)

Experience/Education :
- Graduated in Marketing or related majors
- At least 03 year in equivalent position

Competencies :
- Problem-solving
- Timely decision making
- Prioritization
- Result-driven