Open position

HCM – Customer Experience Executive

Job description detail


As the Customer Experience Executive, you will work alongside the CX manager conducting cross team projects that will impact the most positively the experience of Maison RMI customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime


Results measurement

Results for this position are measured

  • In increase in customer lifetime value and therefore revenue growth
  • In improvement of the NPS & CSAT scores, both offline and online as well as in improvement of customers’ feedback
  • In improvement in bottom-line revenue generated by a reduction of loss revenues




  • Analyze customer pain points / needs among several cohorts and touch points to identify the most impactful initiatives to improve CLV
  • Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for Maison RMI customers
  • Create & manage CX project roadmap, and drive the initiatives to implement your vision
  • Coordinate task teams around CX initiatives from initiation to successful implementation
  • Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)
  • Operate autonomously; drive programs end to end including business goals, technical solution (with the support of relevant teams) and all customer and seller-facing aspects

Required experience/ Skill detail


  • Bachelor’s degree in business / economics / finance / marketing
  • Minimum 2 years of solid B2C and/or customer experience-related fields
  • Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously
  • Exceptional data management skills, SQL is a plus
  • Strong negotiation skills / ability to convince and influence teams
  • Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue
  • Result oriented, strong commitment to deliver expected outputs
  • Ability to learn and highly adaptive

Job overview

  • Lương cứng cạnh tranh.
  • Hỗ trợ phụ cấp cơm.
  • Hỗ trợ chi phí gửi xe.
  • Bảo hiểm tai nạn 24/7 sau 6 tháng làm việc.
  • BHXH theo Luật lao động (BHYT, BTTN, …..)
  • Lương tháng 13.
  • Thưởng KPI.
  • Đánh giá thay đổi lương hằng năm.
  • Mua hàng ưu đãi nhân viên.
  • Có nhiều cơ hội thăng tiến trong công việc.
  • Môi trường làm việc thân thiện, hòa đồng.

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