Customer Journey Manager

WE ARE HIRING!

Position Title: Customer Journey Manager

Department: Admissions and Financial Aids

Employment Type: Full-time

Help us reimagine the 21st-century University.

We are Fulbright University Vietnam (Fulbright), Vietnam's first independent, not-for-profit, liberal arts university. We are an expanding international team of educational innovators, with deep roots in Vietnam, strong political and financial backing, and connections to educational institutions around the world. Importantly, Fulbright is committed to serving Vietnamese society through rigorous research and responsible civic engagement.

We seek outstanding faculty and professional staff to join our growing team. Fulbright's team thrives on a passion for educating the next generation of Vietnamese leaders equipped with the skills to tackle global challenges. We are creative, adaptive, determined with a good sense of humor.

If you want to see Vietnam's youth meet their greatest potential, join us! Our flagship campus will be located in Saigon Hi-Tech Park, in Ho Chi Minh City (District 9). Until phase 1 of campus construction is completed in Fall 2026, we are located at Crescent Plaza, Tan Phu, in Ho Chi Minh City (District 7).

About the role

We are seeking a data-driven and student-centric Customer Journey Manager to optimize the end-to-end prospective student journey from initial inquiry through enrollment. You will be a champion for the student experience, leveraging your expertise in CRM and data analysis to identify opportunities, optimize touchpoints, address pain points, and drive conversions at every stage.

Reporting Lines

Solid reports to: Director of Admissions and Financial Aids

Dotted-line reports to: N/A

List by title positions which report directly to this position:

• Data & System Coordinator
• Administrative Assistant

Roles and Responsibilities

Key Responsibilities

• Customer Journey Mapping: Develop and maintain comprehensive journey maps, pinpointing critical touchpoints, potential pain points, and opportunities for improving the student experience.
• Omnichannel Engagement: Lead omnichannel strategies to engage prospective students through email, social media, and messaging platforms, consistently experimenting with and refining touchpoints to enhance the student journey and meet enrollment objectives.
• CRM Management and Optimization: Oversee and refine the CRM system to track student interactions, deliver personalized communication, and assess the effectiveness of engagement initiatives.
• Data-Driven Insights: Analyze data across CRM, website analytics, and marketing automation platforms to uncover trends, understand student behavior, and guide evidence-based decision-making.
• Call Center Implementation and Optimization: Establish and manage a high-performing call center, developing a robust framework for tracking performance, setting KPIs, and driving continuous improvement in student engagement and support.
• Innovative Journey Enhancements: Lead the development of new, innovative strategies to improve the student experience and drive enrollment growth.
• Cross-Functional Collaboration: Partner closely with Marketing, Admissions, and Student Services to design and implement strategies that elevate the student experience, ensuring smooth transitions and optimized conversion rates at each stage.

What we look for

Education: Bachelor's degree in Marketing, Business Administration, Data Science, or a related field.

Experience: 5+ years of proven experience in customer journey management, CRM, and data analysis, preferably in higher education or a related industry.

Knowledge, Skills and Abilities:

• Strong data analysis and reporting capabilities
• Experience with CRM platforms and customer engagement tools
• Understanding of customer success metrics and KPIs
• Proven track record of managing and growing customer relationships
• Strong analytical skills with the ability to translate data into actionable insights and strategies.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and data analytics tools (e.g., Google Analytics).
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a collaborative team

What we offer

• Opportunity to join a passionate team who shares the belief in the transformative power of education and values the unique opportunity to create a new university.
• Opportunity to participate in public talks, workshops, seminars, as well as other enriching activities at Fulbright.
• A dynamic, innovative, and professional work environment.
• Intensive English-speaking environment.
• Competitive salary and high-end insurance schemes for employees and direct family members.
• Professional development opportunities.
• Flexible work arrangement options.

How to Apply

To see all job listings, please visit our list of vacancies: https://fulbright.edu.vn/join-us/

All applications must include evidence that addresses the mandatory requirements.

Fulbright University Vietnam employs Interfolio to manage the application process.

Need help Please visit Interfolio Product Help: https://product-help.interfolio.com/m/27438 or contact Talent Acquisition team at: [Confidential Information]

Organizational Accountabilities

FUV is committed to the health, safety and wellbeing of its staff members. FUV and its staff members must comply with a range of Vietnamese legal and regulatory requirements, including foreign investment & business, import & export, contracts & commerce, banking, finance & foreign exchange, labor, taxation, land & premises, environment, and immigration. FUV expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.

FUV is an Equal Opportunity Employer and committed to foster a campus community that recognizes the value of all persons regardless of age, disability, ethnicity, gender expression and identity, national origin, race, religion, sexual orientation, or socio-economic background. Please visit this page for our statement on Diversity: https://fulbright.edu.vn/statement-of-diversity/