Introduction
Concung Corporation is an extremely fast growing company for mom & baby products with one new store opened every day. By the end of 2022, our annual revenue is more than $500 million USD with 1,000 baby stores. With the vision of providing good quality products for children, we invest into Research and Development in order to manufacture and provide products that are suitable to the local market in terms of quality and pricing. All of our products must follow strict safety standards. We also invest into technology in order to manage the retail network efficiently. Concung Corporation is one of the domestic retail company with the leading modern management ability. Concung Corporation is also a technology company.
Concung Corporation is dynamic and vibrant. Our management team are mostly in the age of 30s. Many of them are now holding the director positions with highly competitive benefit packages. Our corporate culture is transparent, result oriented and fast decision making. We nurture and support the creativity and originality of ideas. Our working environment allows talents to prosper and promote quickly.
Job description
Objective
As the Customer Experience Manager, you will be responsible for conducting cross team projects that will impact the most positively the experience of Con Cung customers at each step of their journey in a durable way. The CXM will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime
Results measurement
- In increase in customer lifetime value and therefore revenue growth
- In improvement of the NPS scores, both offline and online as well as in improvement of customers feedback
- In improvement in bottom-line revenue generated by a reduction of loss revenues
Responsibilities
- Analyze customer pain points/needs among several cohorts and touch points to identify the most impactful initiatives to improve CLV
- Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for Con Cung customers
- Create & manage CX project roadmap, and drive the initiatives to implement your vision
- Coordinate task teams around CX initiatives initiation to successful implementation
- Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)
- Operate autonomously; drive programs end to end including business goals, technical solution (with the support of relevant teams) and all customer and seller-facing aspects
Requirements
- Preferred master’s degree in business / economics / finance / marketing
- Minimum 5 years of solid B2C and/or strategy background
- Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously
- Exceptional data management skills, is a plus
- Strong negotiation skills / ability to convince and influence teams
- Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue
- Result oriented, strong commitment to deliver expected outputs
- Ability to learn and highly adaptive
Benefits
- Annual bonus: 2 - 3 months under minimum KPI requirement
- Working in a dynamic, opencreative environment
- Fast promotion opportunities based on personal ability
- Team-Building, Year End Partymany internal events
About Concung.com
- Working time: 8:30 - 17:30 Monday - Friday
- Working place: 14th Floor, Phu My Hung Tower, Tan Phu Ward, Dist. 7, HCMC
- Development speed of Concung.com: https://www.youtube.com/watch?vdZgrzAtXhKU
- Workspace of Concung.com: https://www.youtube.com/watch?vCbiELWZz1MQ
