Senior Communication and SMS Management Specialist (CX)

1. SMS Strategy & Customer Experience Alignment

• Develop and execute an SMS engagement strategy that enhances CX, balancing automation with personalization
• Identify key touchpoints where SMS can proactively improve customer interactions and reduce friction
• Align SMS with omnichannel customer journeys (email, Zalo, push notifications, etc.) to create a seamless experience
• Maintain a customer-first approach by analyzing feedback and optimizing messaging
• Collaborate with Marketing to ensure SMS content aligns with brand voice and tone guidelines
• Work with Business Functions to ensure all SMS content meets compliance regulations)
• Conduct A/B testing on messaging styles and calls-to-action to improve engagement rates
• Develop templates and best practices for transactional, promotional, and service-related SMS

2. Cross-Functional Collaboration & Stakeholder Management

• Act as the bridge between CX, Marketing, Business Functions, and IT to ensure SMS aligns with overall customer engagement strategies
• Support Marketing in crisis communication via SMS, ensuring quick, clear, and brand-compliant messaging during service disruptions
• Advocate for SMS as a strategic CX tool, not just a transactional channel, influencing senior leadership on SMS best practices

3. Resolve & escalate to authorities’ level departmental issues in assigned functions

4. Undertake other tasks assigned by line manager

Bachelor graduate with majors: Business Administration, Marketing or relevant majors

At least 01 year of experience in SMS marketing, digital engagement, or CX strategy

Experience working in financial services, fintech, telecommunications, or e-commerce is preferred

Understanding of CX and customer journey

Good communication and interpersonal skills capable of maintaining strong relationships

Good analytical and problem-solving abilities

• Qualification: Bachelor
• Age: Unlimited
• Job type: Permanent