Customer Experience Manager

About the role

Samsung Vina Electronics is seeking a Customer Experience Manager to lead the performance of its contact centre and enhance the overall experience for its customers. The role combines strategic oversight of key performance indicators with hands‑on management of service quality and digital interactions.

Key responsibilities

• Monitor and manage the Contact Center Operations KPI index, ensuring targets are met through systematic tracking and reporting.
• Analyse KPI data, prepare comprehensive reports and present insights to senior management.
• Map and evaluate all customer touch‑points, recommending and implementing service improvements.
• Oversee quality management initiatives, including direct communication with customers to verify service standards.
• Collaborate with cross‑functional teams to drive operational excellence and continuous improvement.

Required profile

• Bachelor’s degree or higher in Business Administration, Marketing, Management or a related field.
• Proven expertise in customer experience management, contact‑center operations and KPI governance.
• Strong analytical, problem‑solving and presentation skills.
• Demonstrated ability to lead cross‑functional teams and implement digital/online customer service solutions.

Required skills

What we offer

• Competitive, negotiable compensation.
• Opportunity to shape customer experience strategy within a leading electronics brand.
• Dynamic work environment in a modern office located on the 25th floor of Bitexco Financial Tower.