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.