Job description
Overview
Vin. Fast is looking for a Customer Experience Expert – After-Sales to drive continuous improvement in service quality and customer satisfaction across Vietnam and/or international markets. This role plays a critical part in shaping world-class after-sales experiences by leading research, process optimization, and customer journey enhancement initiatives at scale.
Job Responsibilities
Research, analyze, and redesign after-sales service processes to improve service quality and customer experience. Build, optimize, and manage end-to-end customer journeys across after-sales touchpoints. Identify customer pain points using data, insights, and feedback, and translate them into actionable improvement initiatives.
Collaborate with cross-functional teams (Service, Operations, Quality, IT, Markets) to implement CX improvement programs. Develop CX frameworks, standards, and KPIs to measure and enhance after-sales performance. Support CX strategy execution for Vietnam and/or overseas markets, ensuring consistency with Vin. Fast’s global standards.
Requirements
Requirements Proven experience in senior customer service or customer experience roles (Head of CS, CX Manager, CX Director, or equivalent) within large-scale organizations. Strong background in building and improving service processes, customer journeys, and CX frameworks, preferably in automotive, mobility, retail, or service-driven industries.
Hands-on experience in leading transformation or continuous improvement projects related to after-sales or customer service. Strategic mindset with strong analytical, stakeholder management, and communication skills. Ability to work in a dynamic, fast-paced, and international environment. Experience working with Vietnam and/or global markets is a strong advantage.