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Mô tả công việc
Mô tả Công việc
Job Summary
As a Senior Customer Experience (CX) Associate, you will be responsible for driving customer experience innovation projects that enhance online and offline customer engagement. You will collaborate with cross-functional teams to design, implement, and optimize initiatives that elevate PNJ's customer experience. Your work will be pivotal in identifying pain points, improving touchpoints, and fostering long-term customer relationships.
Key Responsibilities
1. CX Innovation & Project Management
• Lead and manage CX innovation projects from ideation to execution, ensuring alignment with business objectives.
• Research and identify emerging trends and best practices in customer experience to apply innovative solutions.
• Develop and execute pilot programs to test new CX initiatives before full-scale implementation.
• Monitor project KPIs and provide actionable insights to improve effectiveness and customer impact.
2. Customer Experience Enhancement
• Partner with internal teams (Retail, Sales, Marketing, and Digital) to enhance in-store and omnichannel CX touchpoints.
• Design and optimize customer journeys that drive satisfaction, loyalty, and business impact.
3. Stakeholder Engagement & Collaboration
• Collaborate with key stakeholders to champion customer-centric initiatives and secure buy-in for CX improvements.
• Present insights, proposals, and project outcomes to senior management and cross-functional teams.
• Facilitate workshops and brainstorming sessions to co-create solutions with internal teams.
4. Technology & Process Improvement
• Work with IT teams to leverage technology for CX enhancements.
• Identify and recommend process improvements that drive operational efficiency and better customer engagement.
Yêu cầu
Yêu Cầu Công Việc
• 5+ years of experience in customer experience, service design, retail operations, or related fields.
• Proven ability to lead and execute CX innovation projects with measurable outcomes.
• Excellent stakeholder management and communication skills.
• Experience in the retail or jewelry industry is a plus.
• Familiarity with VOC programs, NPS, CSAT, or other customer feedback methodologies.
• Ability to work independently and drive initiatives in a fast-paced environment.
Key Competencies
• Customer-Centric Mindset: Passion for enhancing customer experience and solving pain points.
• Project Management: Ability to handle multiple CX initiatives effectively.
• Innovation & Problem-Solving: Creativity in designing and implementing CX solutions.
• Collaboration & Influence: Strong ability to engage stakeholders across different levels.
• Analytical Thinking: Ability to leverage data to drive CX improvements.
Thông tin chung
- Ngày hết hạn: 30/04/2025
- Thu nhập: Cạnh tranh
PNJ là thương hiệu hàng đầu tại Việt Nam trong lĩnh vực chế tác và bán lẻ trang sức bằng vàng, bạc, đá quý. Sản phẩm PNJ ngày càng được các nước tại thị trường Châu Á và Châu Âu ưu chuộng. Không chỉ thế, PNJ còn một trong những doanh nghiệp đón bắt và ứng biến kịp thời tốc độ thay đổi nhanh chóng của thị trường.
Từ những năm 2017, PNJ đã...
Quy mô công ty
Từ 5000 - 10000 nhân viên
