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Senior Communication and SMS Management Specialist (CX)

FE CREDIT
Updated: 08/07/2025

Employment Information

Benefits

Laptop, Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Job requirement

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

Company Overview

FE CREDIT

https://tuyendung.fecredit.com.vn/ Number of employees: 5.000-9.999

Tiền thân là Khối Tín dụng tiêu dùng trực thuộc Ngân hàng TMCP Việt Nam Thịnh Vượng (VPBank), FE CREDIT đã thành công trong việc chuyển đổi hoạt động Tín dụng... View more

Senior Communication and SMS Management Specialist (CX)

FE CREDIT