Consumer Experience Lead

About the job

The Company:

Our client is a well-established international FMCG group with a strong presence across Asia and other key markets. In Vietnam, the company continues to invest in brand development and consumer engagement to strengthen its market position and long-term growth.

Role & Responsibilities:

• Lead consumer service operations to ensure a positive and consistent experience across multiple customer touchpoints.
• Manage external service partners handling consumer inquiries and feedback, ensuring service quality and timely resolution.
• Monitor and analyze consumer feedback, provide insights to internal teams, and support continuous improvement initiatives.
• Track service performance metrics and prepare periodic reports for management.
• Collaborate with cross-functional teams to address consumer concerns and enhance overall engagement.
• Support training initiatives to improve service standards and product knowledge for front-line teams.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or related fields.
• Minimum 3 years of experience in customer service, consumer engagement, or related roles.
• Strong communication and stakeholder management skills.
• Good command of Vietnamese and working proficiency in English.
• Proactive, organized, and able to handle consumer issues in a professional manner.
• Experience in FMCG or consumer-focused industries is an advantage.

To apply, please send your updated CV to Hoa Tran at [email protected], quoting the job title or click Apply Now.

Due to the anticipated high volume of applicants, we regret that only shortlisted candidates will be notified.