• Implement and manage CRM integrations for various social media platforms (Facebook, Twitter, Instagram, TrustPilot, etc) per country or region
• Function as system admin for AppFollow tool to manage users, settings and configure reporting suites
• Manage vendor relationship with the AppFollow team to troubleshoot issues, implement advanced features and handle any plan or billing-related issues (ex: adding licenses, custom pricing, etc)
• Develop and maintain process workflow(s) to ensure consistent online review management and escalation process globally
• Ensure adherence to SLAs established for social media platforms, external review sites and App/Playstore reviews
• Liaise with different global teams to plan and develop reply templates and canned responses used in social media channels
• Facilitate tag management for social media and Apple Play Store reviews
• Assist in troubleshooting escalated cases from the customer care team
• Track and analyze customer feedback and report to the executive team on trends and ways to improve.
• Work collaboratively with graphic designers to create a fully branded shipping experience.

Skills: CRM Integration, System Admin, Vendor Management, Process Development, SLA Management, Cross-Team Collaboration, Feedback Analysis, Graphic Design Collaboration

• Manage and oversee free gift-with-purchase program and custom bar program.
• Oversee communication with customers via phone, email, and messaging services.
• Solve problems and follow up to ensure resolution.
• Go above and beyond with unique efforts to surprise and delight customers.
• Support the delivery of the value proposition and the brand promise within LEGO-owned branded channels
• Map and analyze all the interactions between TLG and the user, all the physical, digital and human touchpoints
• Provide central orchestration for cross-functional journeys (multi-touchpoint experience)
• Support business design activities such as workshops, stakeholder interviews, business intelligence gathering, creative brainstorms, visioning, and critical metric development
• Build a network of colleagues and regularly share progress and insights, learning from each other
• Review and analyze available insights and data to define and deliver differentiating and market-leading experience

Skills: Customer Support, Problem Solving, Customer Engagement, Brand Alignment, Journey Mapping, Cross-Functional Collaboration, Business Design, Data Analysis

• Acts as an advocate for the Global Digital Experience Team across the German business and maintains strong working relationships with stakeholders
• Works as a conduit between the business and other internal customers with delivery teams, acting as a key daily point of contact for business stakeholders, providing progress updates and escalating issues
• Works in partnership with business and technology stakeholders, providing Digital representation in relevant operating and governance forums, other meetings and initiatives
• Establishes and maintains relationships with key partners and stakeholders
• Executes against a multi-channel change portfolio, providing effective communications to stakeholders in the German market as well as supporting the day-to-day management of the digital touchpoints
• Propose solutions to improve digital touchpoints based on a collection of data and results from both qualitative and quantitative research
• Provides day-to-day oversight for the management, delivery and performance of digital touchpoints
• Responsible for ensuring the quality of work and the necessary documentation to complete a successful handover with the Digital Experience Studio for delivery of work
• Maintains visible program backlogs, highlighting successes, reporting on progress and actively removing blockers for the team to ensure a continuous flow of work

Skills: Stakeholder Management, Communication, Digital Strategy, Relationship Building, Change Management, Problem Solving, Performance Oversight, Program Management

• Ensure the most effective and satisfactory Customer experience (CX) journey granting the correct management of Customer Operations processes (order entry, master data management, post-sales support, ..)
• Ensure full adherence with Order Management policy and guarantee Compliance
• Ensure quality of interactions with all stakeholders (dealer, end users, salesforce), speed and focus on pain points identification and resolution, able to prevent future issues work on continuous improvement of CX processes and procedures,
• Listen to the “ voice of the customer ” through the identification of “ moments of truth ” along the customer journey for continuous improvements
• Define and monitor CX KPIs and propose initiatives to work on to enhance customer experience
• Foresee an upgrade of current CX tools/systems in order to digitalize the operations and improve customers satisfaction (cti, crm, automatic order entry ...)
• Encourage and sustain change management, talent development, skills and competencies upgrade, leading the team from a transactional approach to a more customer-focused approach. 
• Contribute to spread a culture of customer centricity within the whole Organization
• Work with a cross-functional approach with regional and headquarters stakeholders making sure processes, systems, tools and procedures are designed with a customer-centric mindset
• Define and maintain a ‘fit for purpose’ department organization, in order to be the unique entry point for dealers contacts and to rationalize touchpoints.

Skills: Customer Experience, Order Management, Compliance, Continuous Improvement, CX KPIs, Digital Transformation, Change Management, Cross-Functional Collaboration

• Help to design and shape digital+ employee experience (EX) strategy from the ground up
• Develop and deliver projects and initiatives designed to increase engagement in support of the overall EX strategy, aligned to culture, values, digital+ vision and DEI framework
• Execute monthly and bi-annual employee surveys, provide people analytics support and communicate insights on essential engagement metrics and program effectiveness to guide how to set goals, make decisions and action plan
• Conduct stay interviews with employees who are in critical roles and/or high-potential incumbents to inform programming and initiatives.
• Analyze onboarding, milestone, turnover, stay and exit survey data and create recommendations for programming to address any gaps
• Plan and coordinate virtual & in-person employee events including bi-annual All Staff gatherings and annual kick-off meetings
• Build and support people-centric employee experiences
• Develop employee experiences in partnership with vendors ie League, Fuel50 etc.
• Help to develop a scalable human-centric design framework for developing and executing programs, tools and resources that build positive experiences across the employee life cycle
• Develop best practices pertaining to virtual work

Skills: Employee Experience, People Analytics, Survey Execution, Employee Engagement, Data Analysis, Event Planning, Vendor Collaboration, Human-Centric Design

• Experience in a customer success, account management or strategic consulting organization.
• SaaS education technology experience.
• Proficient in Salesforce 
• Proficiency in the Chinese language
• An energy that is ignited through daily client engagement.
• Amazing communication and consulting skills
• Ability to collaborate with clients to uncover how they define success.
• Experience working with a high volume of tiered accounts across multiple regions internationally.
• Solid understanding of enterprise SaaS applications and collaboration technology.
• Excellent coaching, writing, discovery, and presentation skills.
• Comfortable and willing to be a hands-on contributor.

Qualifications: BA in Business Administration with 5 years of Experience

• Experience in driving insights, developing initiatives and engaging stakeholders across different functions to set strategic directions and rationale
• Exceptional problem-solving skills including the ability to deal with uncertainty, complexity and ambiguity, define key drivers and propose solutions
• Strong project management skills to execute and monitor initiatives with defined success criteria
• Ability to work in a fast-paced & result-oriented environment
• Strong interpersonal skills to inspire trust & openness for effective collaborations across levels and functions both locally and regionally
• Strong entrepreneurship and business agility to self-drive both customer experience and business goal
• Fluent in Vietnamese & English-speaking
• Experience in tech and/or Logistics
• Experience in consulting or in fast-paced environments (e.g., scale-up companies)
• Proven track record in project or program management, proven ability to launch projects from end-to-end
• Proven ability to launch pilots, analyze the performance and make business decisions
• Ability to think both strategically and tactically

Qualifications: BS in Marketing with 6 years of Experience

• Experience with the Application of sound budgeting and financial planning and management principles
• Experience with Computer literacy and proficiency in MS Office applications
• Experience with Contract and service-level agreement management
• Experience with DRG's and related case management
• Experience in delivering complex patient / customer-focused services across multiple service points
• Experience with Financial statements and reporting
• Experience with Financial systems (SAP, HIS)
• Knowledge and experience in the operations of hospitals and clinics
• Knowledge of the Revenue Cycle Management processes and systems
• Experience across APAC region or the Asia region.
• Strong business acumen and end-consumer-focused experience in a high-end luxury brand or fast-moving consumer goods (FMCG) environment with proven experience in strong leadership and people management.
• Experience in consumer research and insights, brand management and consumer communication, CRM and digital communication (including social media).
• Experience in leading and managing cross-functional teams in a regional capacity.

Qualifications: BA in Hospitality Management with 5 years of Experience

• Experience Manager Qualifications And Requirements 
• Experience in donor and/or customer retention, supporter journeys and stewardship at an operational and strategic level
• Experience in both offline and online fundraising channels
• Proven experience managing a vibrant office environment, ideally within a high-growth, media/tech setting
• Incredible organization, and ability to handle multiple tasks with ease
• Extensive knowledge of workplace compliance standards and policies
• Project management experience, as well as comfort managing budgets and other financial administration
• Infectious enthusiasm and ability to rally people together
• Someone smart and resourceful, with a calm approach to problem-solving
• A high level of attention to detail with impeccable presentation standards
• Proactivity and desire for continual improvements
• Tech savviness, being familiar with Google and Microsoft suites and internal collaboration tools
• Strong written and verbal communication in English

Qualifications: BS in Psychology with 4 years of Experience

• Experience in producing direct marketing and/or stewardship materials (e.g. direct mail packs, emails) for a charity
• Ability to understand and champion supporter views
• Persuasive and confident manner in dealing with suppliers
• Knowledge of Word, Excel and database software. 
• CRM software and/or BrokerWolf experience
• Exceptional organization and time management skills
• Ability to juggle multiple competing priorities
• Strong written, verbal and interpersonal communication skills and able to effectively communicate across all levels of the organization
• Proven ability to gain trust and respect by consistently demonstrating sound critical-thinking skills and maintaining composure in stressful situations
• Exceptional initiative and follow-through skills. 
• Ability to work collaboratively while maintaining ownership of projects, and leading team by show of example
• A commitment to innovation and the desire to exceed expectations and requirements for the role
• Great customer service attitude and always willing to find an answer or assist agents with any type of inquiry

Qualifications: BA in Communication Studies with 5 years of Experience