INTRODUCE
At Mekong Smile Travel, we build a modern and dynamic working environment, applying high technology, innovative thinking and OKRs management method to achieve the common goals of the company and the personal goals of each employee. Located in the heart of the Mekong Delta, we are proud to be an ideal workplace with a culture built on 5 elements: Teamwork - Innovation - Transparency - Trust - Love the West.
We would like to invite you to become a Customer Experience Specialist, working directly with the Operations Director to build and implement Customer Journey and Loyalty in the tourism industry.
JOB DUTIES:
- Manage customer data from CRM and customer data platforms.
- Build CDP and customer data lake.
- Build and deploy customer experience strategy based on Customer Journey model.
- Interact directly with customers through customer care campaigns (via multi-channel, email, ZaloOA, call center,...) to build long-term relationships with customers or handle feedback and complaints.
- Manage Loyalty program to increase customer loyalty and improve customer return rate.
- Evaluate the effectiveness of customer experience-related work with the goal of improving customer satisfaction, customer retention, repeat purchases, and repeat purchases.
- Periodic reporting and recommendations to improve service quality and enhance customer satisfaction.
