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Voice of Customer Manager

Job Descriptions:

  • The primary responsibility of the Voice of Customer (VoC) Manager  is to embed and execute the pillars of Customer Centricity Framework, as one of the Key Commercial Enablers withing Heineken Vietnam
  • The job holder will have a mandate to establish and maintain a deep understanding of our customers and partners and use this to shape and iteratively improve the products and service we offer
  • The job holder is responsible for rolling out the Voice of Customer plan throughout all the regions in Vietnam, including:
  • Administration of Customer Gauge platform
  • Preparation of the VoC surveys content, for both internal and external customers
  • Plan the optimal channels to reach the customers
  • Measuring the overall customer satisfaction (NPS), as well as deep dive into specific customer pain paints
  • Analyse the results and prepare meaningful reports
  • Align the timing of VoC activities to the overall HVN commercial agenda
  • Plan budget and resources
  • Person in this role is also responsible for identifying solutions and steering the initiatives that are being undertaken from Regional Sales and Distributor Development team to increase the customers’ satisfaction
  • Success measures in this role will be based upon agreed Customer Satisfaction measurements

 

Key Accountabilities:

 

  • To own the Customer Centricity framework
  • To own and measure true customer satisfaction, convert this data in to insight, and to be able to share widely across the organization (including senior stakeholders)
  • The Job Holder is responsible for management of the Customer Centricity helpdesk, with support of 3rd party agents (see the structure below)
  • To actively seek out and research best practice in the customer journey both globally in Heineken and outside in other sectors. To research and consider how we will change our customer proposition in the future, as we move towards a more digitally connected customer

 

Job Requirements:

  • Bachelor Degree
  • Strong at Account management: Ability to follow up & maintain the process
  • Problem solving and strategic thinking
  • Analytics capability
  • Account Management (Agency side), Customer services care background
  • Understand F&B industry
  • English proficiency


Job Segment: Outside Sales, Manager, Help Desk, Information Technology, Sales, Management, Technology

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