Voice of Customer Manager

Lương: 35,000,00040,000,000 VNĐ

Địa điểm: TP. HCM - VP YODY

Phòng ban: Phòng Marketing

Hạn nộp hồ sơ: 12/03 — 31/05/2023


  • Incharge of managing 2 teams: Call Center and NPS
  • Inspires customer loyalty by listening, empathizing, displaying ownership and providing timely communication until resolved.
  • Manage escalated customer issues through resolution that require research, analysis and working across internal & external stakeholders.
  • Collaborate with CX team to identify opportunities to improve customer experiences.
  • Design and analyze customer centric metrics to build insights and recommendations for improving customer experiences.
  • Research Customer Comments and Open, Update & Close Alerts.
  • Also understand previous requests, actions taken and root cause.Conduct monthly reviews on NPS and related customer services metrics with key stakeholders.


  • Experience developing key metrics and tracking satisfaction across the customer journey.
  • Experience analyzing root causes of VOC improvement opportunities, able to synthesize complex set of information into simple messages for broader stakeholder consumption.
  • Demonstrated ability to collaborate with internal and external stakeholders in driving VOC and related metrics.
  • Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required.
  • Strong project management capabilities; organized with high attention to detail
  • Ability to work at Hai Duong and Hanoi at least 2 weeks/month (in 2 months of probation)


  • Year-end bonus: 01 - 03 monthly salary
  • Fully paid Life insurance and disability benefits
  • Professional development and training opportunities
  • Opportunity for career growth

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