Position Overview
The
Head of Customer Service & Experience
will lead the overall strategy and transformation of customer service and customer experience across VinFast’s markets.
This role is responsible for building a
best-in-class, customer-centric service organization
, ensuring seamless experiences across all touchpoints—from vehicle purchase and delivery to ownership, after-sales service, digital channels, and customer support.
The successful candidate will combine
strategic CX leadership, operational excellence, digital transformation, and strong people leadership
to drive customer satisfaction, loyalty, and long-term business value.
Key Responsibilities
1. Customer Experience Strategy
Develop and execute VinFast’s overall
Customer Experience (CX) strategy
aligned with business and brand objectives.
Define the end-to-end customer journey across key touchpoints, including sales, delivery, vehicle ownership, after-sales service, digital platforms, and customer support.
Identify customer pain points and lead initiatives to improve customer satisfaction, loyalty, and retention.
Establish CX standards, governance frameworks, and service principles across markets.
Partner with senior leadership to embed a customer-centric culture throughout the organization.
Collaborate closely with
Sales, Marketing, Product, Aftersales, Service Operations, Quality, Technology, and Regional teams
to resolve customer pain points.
Represent the customer voice in business decisions and product/service development.
2. Customer Service Operations
Lead the overall customer service organization, including
contact centers, digital customer support, complaint management, roadside assistance, and other customer-facing services
.
Establish and continuously improve service standards, SLAs, KPIs, processes, and operating models.
Drive operational excellence through process optimization, automation, and digitalization.
Ensure consistent and high-quality customer service across different channels and markets.
Develop effective escalation and issue-resolution mechanisms for complex customer cases.
3. Digital & Technology Transformation
Lead the transformation of customer service through
CRM, AI, automation, chatbots, self-service, and digital customer engagement platforms
.
Work closely with Product, Technology, Digital, and Data teams to develop seamless omnichannel customer experiences.
Leverage technology and analytics to improve service efficiency while maintaining a high-quality human experience.
Lead cross-functional transformation projects to improve the end-to-end customer journey.
4. People & Organizational Leadership
Build, develop, and lead a high-performing customer service and experience organization.
Establish organizational structures, talent strategies, capability frameworks, and performance management systems.
Coach and develop senior managers and CX leaders across functions and markets.
Foster a culture of customer obsession, accountability, continuous improvement, and innovation.
