Senior Customer Experience Manager

Salary: $3,000 - $4,000 gross base
Location: Hanoi
Reporting Line: Head of Planning
Sectors: Insurance, Telecom, Ecommerce, FMCG
Additional Benefits: 13th-month salary, KPI-based bonus, family healthcare

Key Responsibilities:

• Lead strategic, operational, and tactical initiatives focused on customer centricity, portfolio management, retention, and data analysis.
• Oversee CRM and customer management across all touchpoints.
• Manage credit risk, collections, budgeting, and workforce allocation.
• Ensure portfolio management and customer retention across all channels to meet company targets.
• Collaborate with cross-functional teams, including business, customer experience, strategy, and operations.
• Own and manage the Persistency Management Framework, improving persistency, renewals, and reducing lapses and surrenders.
• Design retention offers, analyze performance, and manage outbound call centers.
• Build customer segmentation and develop models to enhance premium renewals.
• Monitor performance reports, provide training, and drive continuous improvement in the portfolio management team.

Requirements:

• Bachelor's or Master's degree with at least 5 years of experience in persistency, renewals, or customer retention in Vietnam.
• Strong analytical, customer-focused mindset with experience in data analysis and storytelling.
• Excellent communication, interpersonal skills, and a strong sense of ownership.
• Passionate about customer experience, able to work collaboratively across departments, and lead strategic initiatives.
• Experience with market research, consumer insights, and data analytics is a plus.