ADI Resourcing

Senior Customer Experience Manager

ADI Resourcing  •  Hanoi, VN (Onsite)  •  2 months ago
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Job Description

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.
ADI Resourcing

About ADI Resourcing

THAILAND - INDONESIA - VIETNAM - PHILIPPINES - INDIA - MALAYSIA - SINGAPORE - MYANMAR - USA

ADI team is one of the leading staffing company with over 14 years of experience providing complete staffing and talent management solutions to global and local companies in Asia. Our comprehensive staffing service offers a proactive solution-driven response to our clients and candidates with extensive expertise in specialized IT Staff Outsourcing, Permanent & Contracting Recruitment, Contract Management and Payroll Service with immense professionalism

Building on our success we are now operating in Nine Southeast Asian countries Thailand, Indonesia, Vietnam, Philippines, India, Malaysia, Singapore, Myanmar and USA with highly proficient expertise that possesses invaluable market insight and a deep understanding of their respective fields.

ADI comprises a passionate team supporting more than 1000+ clients and partners with a large employee base of 1201+ Outsource Staff (IT Programmers, System Analyst, Project Managers, Business Analyst, and Others). We believe our employees are our true strength and together with our customers we achieve the corporate objectives by providing tailored and effective solutions to meet the needs of our HR business partners.

We have the knowledge and expertise to fully address the demands of staffing in the Information Technologies, Banking & Finance, Administration, Management, Telecommunication, Oil & Gas, and Pharmaceutical sectors.

ADI prides itself on a continued commitment to delivering the highest levels of service and provide the right people at the right time with the right skills.

THAILAND - INDONESIA - SINGAPORE - INDIA - PHILIPPINES - MALAYSIA – VIETNAM - MYANMAR - USA

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Bangrak, TH
Year Founded
2010
Website
adiresourcing.com
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