Senior Customer Experience ExecutiveCông ty Cổ phần Vàng bạc Đá quý Phú Nhuận - PNJ

Customer Experience Strategy & Execution:
Design, implement, and manage customer experience initiatives to enhance the in-store journey and overall satisfaction.
Collaborate with cross-functional teams to align CX strategies with business goals and retail objectives.
Project Management:
Plan, execute, and monitor CX improvement projects from concept to completion, ensuring timely delivery within budget.
Develop detailed project roadmaps, schedules, and performance metrics to track project success.
Customer Experience Management:
Partner with stakeholders to identify pain points and implement CX solutions that align with operational efficiency.
Evaluate the effectiveness of store layouts, staff training programs, and customer engagement strategies.
Financial Acumen:
Conduct ROI and P&L analysis to assess the financial impact of CX initiatives and recommend data-driven improvements.
Ensure CX projects deliver measurable business value, including increased customer retention and revenue growth.
Stakeholder Engagement:
Present CX project updates and insights to senior leadership and key stakeholders.
Build strong relationships with internal and external partners to ensure alignment and successful project outcomes.
Data Analysis & Reporting:
Use customer feedback, analytics, and insights to identify trends, measure success, and refine CX strategies.
Prepare and present detailed reports on CX initiatives, highlighting areas of success and opportunities for improvement.