Customer Experience Manager

Job Description
Dat Bike is a technology startup whose mission is to drive mass adoption of green transportation in Vietnam. We make the most compelling and dependable electric bikes so that customers can just switch without making any compromises. To do this, we welcome the brightest people to join our journey
About the job
The Customer Experience Manager at Dat Bike will oversee customer service operations and lead customer experience (CX) initiatives across all online and offline channels, including retail (D2C) and dealership networks. This role is pivotal in ensuring customer satisfaction and loyalty by managing service performance, enhancing the overall customer journey, and implementing solutions to address gaps. The position requires collaboration with stakeholders to resolve issues promptly, designing training programs, and driving improvements in customer satisfaction and experience metrics, including CSAT and NPS.
Responsibilities
Customer Service Operations
Manage customer service teams to deliver consistent, high-quality support across all channels (online and offline).
Establish and enforce service standards and protocols to enhance customer satisfaction.
Ensure alignment in customer service delivery between Dat Bike retail operations and dealership partners.
Partner with sales, product, marketing, and operations teams to ensure a unified approach to resolving customer concerns and enhancing experiences.
Act as a central point of contact between Dat Bike and dealerships to maintain service and experience standards.
Handle escalated customer issues and ensure their timely and satisfactory resolution.
Customer Satisfaction & Performance Management
Monitor, analyze, and report on customer satisfaction metrics (CSAT, NPS) to evaluate service effectiveness.
Identify root causes of customer dissatisfaction and develop action plans to address them.
Track performance trends and implement continuous improvement initiatives to meet satisfaction goals.
Develop and maintain systems for logging, tracking, and resolving customer complaints.
Customer Experience (CX) Management
Design and optimize the end-to-end customer journey across all touchpoints, ensuring a seamless and delightful experience.
Gather and analyze customer feedback to uncover pain points and opportunities for improvement.
Collaborate with marketing, product, and operations teams to implement CX enhancements.
Develop CX strategies to improve brand loyalty and advocacy.
Training & Development
Design and deliver training programs to enhance customer service skills and product knowledge for internal teams and dealership partners.
Evaluate training effectiveness and update materials to address emerging challenges and customer needs.
Requirements
Minimum of 5 years of experience in customer service and/or customer experience management, preferably in a retail or dealership setting.
Proven track record in improving customer satisfaction and experience metrics (CSAT, NPS).
Bachelor's degree in Business Administration, Customer Experience, Marketing, or a related field.
Strong leadership and team management skills.
Excellent problem-solving, analytical, and project management abilities.
Proficiency in customer service software, CX tools, and CRM systems.
Outstanding communication and interpersonal skills.
Customer-obsessed mindset with a passion for creating exceptional experiences.
Proactive, innovative, and detail-oriented.
Adaptable and capable of managing multiple priorities in a fast-paced environment.
Benefits
Meal support according to company policy
Social insurance.
MIC insurance.
Salary + meaningful equity compensation.
Discount price to buy a Dat Bike.
Location