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 2. Customer Service Operations 3. Digital & Technology Transformation 4. People & Organizational Leadership
- 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.
- 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.
- 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.
- 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.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Customer Experience, Operations, or a related field; MBA is a plus.
- 12+ years of experience in Customer Experience, Customer Service, Customer Operations, or related functions, with significant experience in senior leadership roles.
- Proven track record of leading large-scale customer service/CX organizations and transformation initiatives .
- Strong experience in developing and implementing end-to-end CX strategies and customer journey transformation .
- Experience managing omnichannel customer service operations, contact centers, CRM, digital channels, and customer analytics.
- Strong understanding of CX metrics
- Demonstrated experience using technology, automation, AI, and data analytics to transform customer operations.
- Strong commercial and strategic mindset with the ability to connect CX initiatives to business outcomes.
- Excellent stakeholder management and communication skills, with the ability to influence senior executives and cross-functional teams.
- International or multi-market experience is highly preferred.
- Experience in automotive, mobility, EV, technology, e-commerce, fintech, telecommunications, hospitality, or other customer-centric industries is an advantage.
- Fluency in English is required.
Benefits Why Join VinFast?
- Join a global EV company at an exciting stage of international growth.
- Play a key leadership role in shaping the future of customer experience in the automotive industry .
- Work directly with senior leadership on strategic customer-centric transformation initiatives.
- Lead large-scale CX transformation across multiple markets.
- Be part of a fast-paced, innovative environment with significant opportunities for impact and growth.
