Job Description

About VinFast
VinFast is Vietnam\xe2\x80\x99s leading manufacturer of premium automobiles and has achieved its initial goal of being #1 in all competing segments of domestic car retail in less than 2 years. Now, in 2023 we embark on our next mission - global expansion with the launch of our all-Electric smart SUV model line-up starting in Canada, USA and Europe. VinFast is one of the largest auto manufacturers in South East Asia with world-class equipment and infrastructure, with a capacity of up to 500,000 cars per year. We have partnered with global leading automotive suppliers in manufacturing and engineering and enlisted the world-renowned Italian design house Pininfarina to design both the exterior and interiors of our entire model line. VinFast is proud to produce vehicles with superior craftsmanship, the highest safety standards, and intelligent infotainment that compete with leading Asian, European and American OEMs. VinFast also supports its owners with an exceptional, seamless customer experience in both sales and aftersales.
VinFast Auto Canada Inc. an OEM distribution company with a Direct-to-Consumer business model, has an ambitious growth strategy planning rapid retail and aftersales facility expansion in Canada over the next 12 months. Our management team is now looking for talented individuals from the automotive, retail consumer products, and technology industries to assist in this endeavor. Our top applicants will possess an entrepreneurial mindset, be a creative problem solver, have an incredible work ethic and thrive in a start-up environment.
VinFast and VinFast Auto Canada Inc. are subsidiaries of Vingroup, one of the largest private conglomerates in Asia with a market capitalization of C$20 billion. As a multi-sector corporation, Vingroup focuses on three main areas: Technology, Industrials, and Real Estate.

SCOPE OF THE JOB
We are looking for a Customer Experience Manager to champion the voice of the customer across all business functions at VinFast Canada. Your work will support our owners with an exceptional, seamless customer experience in both sales and aftersales. You envision delightful experiences for customers and build them from the ground up. You live and breathe the VinFast ethos \xe2\x80\x93 authentic, progressive, innovative - and know how to make ideas come to life. You are part of a new EV brand and are committed to sharing its core values with Canadians across the country. You believe EV\xe2\x80\x99s are not only the future, but they are right now!

RESPONSIBILITIES AND TASKS

• Develop and manage the Customer Experience strategy for all touchpoints within the VinFast Customer Journey.
• Establish KPI metrics and research initiatives to measure the quality of Customer Experience for sales and aftersales across Canada.
• Survey development at all customer touchpoints with focus on NPS and CSAT methodology.
• Work cross-functionally across the organization to develop and execute communication strategies to build internal awareness and excitement surrounding customer satisfaction.
• Prepare and present Customer Experience results, as well as external third-party research and strategies to Senior Management and internal stakeholders.
• Manage Customer Insight Research processes and infrastructure.
• Responsible for Social Media Community Management, Social Listening and Reporting
• Support CRM in the development and management of an automated customer lifecycle nurturing program, from registration to repurchase, to maximize sales opportunities, post purchase satisfaction and customer loyalty.
• Lead the mapping of the consumer journey and automation of communications triggered based on consumer behavior.
• Supervise reporting and insights for the program to continuously look for ways to optimize campaigns and address changing customer needs throughout the lifecycle.
• Assist CRM to build personalized consumer journeys throughout the online funnel to increase conversion and improve customer engagement.
• Drive product sales and stay on top of new technologies and developments.
• Lead and inspire, foster productive business relationships with agencies/partners.
• Other duties as required.

WHAT ARE WE LOOKING FOR

• A minimum of 7 years of relevant experience in similar function, automotive experience is an asset.
• Bachelor\xe2\x80\x99s degree in business, marketing, or communications. Graduate degrees as an advantage.
• Previous experience in Customer Service, with a focus on Escalation Management and Case Resolution.
• Previous experience in the automotive industry is considered an asset.
• Bilingualism in English and French is strongly preferred.
• Strong interpersonal skills with ability to communicate and manage well at all levels of the organization.
• Demonstrate the ability to build strong relationships with Canadian executive leadership, internal stakeholders, peers, and external partners.
• Ability to work under pressure and with tight deadlines.
• Can-do mindset with high energy, integrity & strong work ethics.
• Creative problem solver; not afraid to think outside the box.
• Strength of convictions; present ideas and point-of-view in a well thought out manner.
• Highly flexible and adaptable; able to deal well with modifications and changes to operating plans. Can implement new strategies and tactics to accommodate these changes.
• Ability to organize, multitask, prioritize, and manage shifting responsibilities in a dynamic, cross-functional teamwork environment.
• Recognize cultural and work style differences and adjust approach to meet the needs of such work environments.

WHAT WE OFFER

• A modern, professional environment where you\xe2\x80\x99ll work with and learn from highly specialized and dedicated experts from all over the world.
• Competitive and equitable salaries that recognize your experience and expertise.
• Generous group insurance benefit package to employees and their eligible dependents.
• Wellness Spending Account to promote an active lifestyle and a healthier workforce.
• A flexible working culture enabling our employees to adjust their work hours and schedules, whenever possible, that accommodates and respects your personal commitments, balanced with business needs.
• An RRSP contribution program to support our employees in planning and managing their financial well-being into the future.

Join us on our adventure to reach new horizons with endless excitement: Because when everything feels possible, changing mobility for all becomes achievable!

At VinFast Canada, we are committed to creating and preserving an accessible, welcoming, supportive, fair, and inclusive environment. Accommodations are available to support prospective employees during the recruitment and hiring process. Should you require any accommodations, please advise us in advance so that we can work with you to find suitable accommodation.