Customer Experience Assistant Manager

Địa điểm

Ngày cập nhật
13/04/2026
Ngành nghề
Tiếp thị / Marketing, Dịch vụ khách hàng, Hàng không
Hình thức
Nhân viên chính thức
Cấp bậc
Quản lý

Lương
Thỏa thuận
Kinh nghiệm
Không yêu cầu kinh nghiệm
Số lượng
1
Hết hạn nộp
31/05/2026

Phúc lợi

Chế độ bảo hiểm
Du Lịch
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Laptop
Phụ cấp
Công tác phí
Nghỉ phép năm

Mô tả Công việc

This position holds full responsibility for driving customer experience and service quality standards for Rolex at DAFC

ROLES:

· To lead and manage the overall customer experience and service quality across Rolex boutique operations.

· Ensure consistency with brand standards through well-designed customer journeys, team capability development, and effective service quality control.

RESPONSIBILITIES:

1. Customer Journey & Experience Management

Design and standardize key customer journeys, including new customers, sales, VIP experience, after-sales, and client retention
Define touchpoints, service standards, roles, and service level agreements (SLAs)
Ensure consistent execution aligned with brand standards
Assess service readiness across boutiques, including pre-opening preparation

2. Training & Team Development

Develop and implement structured training programs (onboarding and ongoing)
Enhance team capabilities in luxury service, client handling, and VIP engagement
Conduct roleplay sessions (including English) and in-store coaching
Monitor training effectiveness and continuously improve materials

3. Service Operations & Complaint Handling

Oversee the end-to-end complaint handling process from intake to closure
Establish SLAs, case prioritization, and escalation protocols
Collaborate with relevant stakeholders to ensure timely and effective resolution
Analyze root causes and drive service improvement initiatives

4. CX Governance & Quality Control

Develop and manage service quality frameworks (QA, scorecards)
Implement and oversee Mystery Shopper programs
Monitor performance, provide insights, and drive continuous improvements

5. VIP Client Experience & Communication

Execute VIP client strategies to ensure personalized and consistent experiences
Develop and enforce communication guidelines across all client touchpoints (in-store and digital)
Manage client expectations, particularly regarding product availability and service commitments

6. Cross-functional Collaboration

Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
CRM/Data: Define data requirements to support CX and VIP management. Leverage insights to enhance customer journeys and training effectiveness
Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager

Yêu Cầu Công Việc

3+ years of experience in customer service or retail excellence, preferably in luxury retail or aviation
Strong capabilities in training, coaching, and service quality management
Strong journey design + training delivery capability
Excellent communication, problem-solving, and stakeholder management skills
Excellent stakeholder management (boutiques, after-sales, brand leadership. Internal stakeholders)
Strong English communication

NOTE:

All activities must comply with Rolex brand standards and require approval where applicable

Thông tin khác

Bằng cấp: Cao đẳng

Công Ty Cổ Phần Thời Trang & Mỹ Phẩm Duy Anh (DAFC)

Địa điểm 3rd Floor, Centec Tower, 72-74 Nguyen Thi Minh Khai, District 3

Thông tin công ty

Qui mô công ty:
Loại hình hoạt động: Cổ phần
Website: https://www.dafc.com.vn/

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Giới thiệu về công ty

We are the exclusive distributor and retailer of the famous luxury fashion & cosmetics brands in Vietnam such as ARMANI, BALLY, BURBERRY, CARTIER, FERRAGAMO, MCM, PAUL & SHARK, ROLEX, VERSACE,.... at the biggest shopping centers in HCM City (Diamond Plaza, Rex Arcade, Sai Gon Center, Landmark 81), and in Hanoi (Trang Tien Plaza, Lotte Plaza). Due to our expansion of more luxury brands, we are now seeking the candidates for the following positions:

Ho Chi Minh: 3rd Floor, Centec Tower, 72 - 74 Nguyen Thi Minh Khai, Ward 6, District 1, HCMC, Vietnam
Ha Noi: 3rd Floor, Trang Tien Plaza, 24 Hai Ba Trung, Trang Tien Ward, Hoan Kiem District, Hanoi, Vietnam