Program Coordinator

Program Coordinator
Location: Ha Noi, Vietnam

Are you ready to help restore vision and create access to eyewear for low-income customers across Vietnam, so they can see well and succeed at work. Would you like to work for an organization that combines the best of business and social impact practices?

VisionSpring, an international social enterprise, seeks a full-time Program Coordinator to successfully implement the execution of vision screening camps and to streamline its efforts in getting affordable eyeglasses to Vietnam’s workforce with blurry vision. The coordinator plays an important role in conducting vision camps in workplaces for its program/thematic areas of See to Earn. S/he is incharge off all camp activities and manages all aspects of the camp execution and initiating the process of registion at the camp site - making the customers comfortable, recording customers’ personal details, explaining how the vision camp works, scheduling customers for eye exams, answering questions, and transferring customer records into MS Excel at the end of each day. S/He is also responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The coordinator also collaborates with VisionSpring’s local partners for communication on delivery details. This position is based in Hanoi but will require extensive travel, sometimes including overnight stays near work sites. The coordinator will report to the Program Manager .

I. ABOUT YOU

You are passionate about improving the accessibility of affordable eyeglasses amog earners and learners in low income communities.
You are the “go to person” in the camp site for solving customer queries, helping and guiding them throughout the process of eye screening. You enjoy taking the responsibility of being the first point of contact for the customers, and ensure they are comfortable.
Precision is your second name. You keep all records accurate and updated.
It excites you to make things work better. You strive to make processes run effectively and efficiently, and to prevent delays for customers.
You are a roll-up-your-sleeves, hands-on team player.
You set positive examples through practices like punctuality, respect, and commitment to work.
You are focused on continuous process improvement, adoption of best practices, retention of clients and customers through exceptional service delivery standards, expansion of the clear vision teams through clear vision champions which leads to the customers’ desired outcome.
You are able to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
You have the maturity, confidence, and ability to engage senior leaders and policy makers as a thought partner. You get others excited about what they are going to do.

II. ABOUT US

We are creating access to affordable eyewear, everywhere. Clear vision creates opportunities for increased learning, work, safety, civic participation, and quality of life.
As a social enterprise, social change motivates us first. Our focus on sales and revenue targets serves and advances our mission objective – to increase functioning, productivity, and income earning potential for our low-income consumers by correcting refractive error with eyeglasses.
We are working to transform the systemic dysfunction of an optical market that has failed to deliver eyeglasses – a 700-year-old technology – to 2.5 billion consumers in need of vision correction, most of whom live on less than $4 a day.
We serve low-income consumers, not as beneficiaries but as customers. Our customers expect a high-quality and affordable product, and they will spend limited discretionary income for the immediate and tangible benefits of vision correction.
By selling eyeglasses, we awaken new demand and seed a viable market. By selling new eyeglasses we are able to serve four times as many people per dollar input than the alternative of donating recycled ones. To efficiently scale, we must deliver each new unit with lower cost.
We run our business on both sales metrics and social impact measures. We exploit a range of organizational forms and practices to get the job done.
We believe in scaling our impact, not our organization. We are a lean team of doers.

III. WHAT YOU’LL DO

Vision Camp Operations

Help in arrangement and execution of camps in workplaces.
Assist with camp preparations as assigned to ensure availability of all requirements for the camp (displaying marketing collaterals, photocopying, putting up signs, camp set up, etc.).
Update the camp execution manager and the team about the day’s schedule; coordinate the activities and maintain the flow of customers through the camp.
Monitor customer crowd in the camp and take proactive steps to make sure customers are not waiting too long at each stage of the process.
Maintain a clean, tidy, and safe environment for customers and staff.
Undertake specific administrative duties as assigned by the camp manager.
Follow guidelines of the standard operationting procedures through each step of the camp.
Draft field reports and customer stories to assist with investor relations and communications.

Customer Registration and Data Collection

Provide a friendly greeting and warm welcome to customers entering the vision camp and make them comfortable.
Accurately record primary customer information on customer information sheet.
Identify barriers to access for customer information.
Educate customers about what to expect during their vision camp visit, outline the products and services VisionSpring offers, explain the importance of vision screening, and answer questions.
At the conclusion of each vision camp, perform data entry necessary to accurately record all customer information in MS Excel.
Update camp execution manager of any challenges faced and seek advice on solving the issues.
Provide excellent care and demonstrate respect and regard for the dignity of all customers. Ensure customer satisfaction and foster a professional vision camp experience.

Customer Satisfaction and Client Servicing

Consistently engage with existing clients to deliver highest levels of customer service.
Shortly after a client’s first vision camp experience, follow-up to identify any concerns that need to be remediated, including Product, Compliance etc.
Plan and organize Vision Champion refresher training to ensure 75% of all clients have active, effective Vision Champions for pre-screening and counselling.
Facilitate orders of readers (Eyeglasses) through Vision Champions.
Develop a CVW Community of Practice through participation in an annual event, routine communications, sharing of lessons learned, development of KOLs.

Account Retention and Renewals

Build a portfolio of manufacturers and producers who envision Clear Vision Workplaces for their workers with a mandate of screening 40,000 workers and maintaining a portfolio of 20-30 companies in a year.
Inspire clients to extend their worker’s wellbeing initiatives with VisionSpring. Use your in-depth knowledge of VisionSpring’s impact to engage manufactures/producers in multi-year service contracts. Where applicable, leverage VisionSpring’s financial support from international/domestic brands to offer preferential terms.
Encourage clients to share the impact of CVW with stakeholders, including their business partners, boards of directors and employees. Coordinate with the Marketing team to support client’s in sharing their impact assessment externally.
Faithfully and accurately enter all business development activities—calls, conversations, meetings, etc.—into Salesforce, our customer relations management (CRM) system.
Ready to perform other necessary jobs assigned by VisionSpring not mentioned above.

IV. WHAT’S REQUIRED

Bachelor’s degree in any discipline; preferable in social science, law, human rights, development studies, public health, business and/ or related field.
3-5 years of professional experience in business development, social development, poverty alleviation, communication, customer relationship management, after sales services, and/or key account management.
Track record of supporting the success of project implementation teams through regular review of logic models, budgets, and project plans.
Excellent communication skills in local languages. Good 2nd language (ie: English, Chinese...) is a plus.
Excellent customer service. Positive attitude with ability to manage customers.
Strong analytical and quantitative skills, with a high degree of proficiency in data collection, storage, analysis, and use of MS Excel.
Highly organized and detail oriented, with great problem-solving skills. Ability to meet deadlines under high pressure and complexity.
Meets the highest standards of ethics and personal integrity, with a demonstrated capacity for discretion and for handling confidential information with care.
Ability to multitask while adhering to schedule and deadlines. High level of problem solving and critical thinking skills.

V. COMPENSATION

Salary range is USD800.00 – USD1,000 per month, based on experience and education.
Exciting performance-based bonus.
Monthly budget for expenses.
One year contract, renewable.

VI. TO APPLY

Please submit an application including a thoughtful cover letter and CV to: hanh.trinh@visionspring.org no later than 20, July 2022.
Expected time to start: 01 August 2022.
Please note only the candidates to be interviewed will be contacted.
VisionSpring is an Equal Opportunity Employer.
The final offer will be based on experience, education, and organizational fit.

At VisionSpring, diversity, equity, and inclusion are directly aligned with our core value to advance equity.

Our mission is predicated on removing a fundamental barrier to full economic and social participation— uncorrected blurry vision. The values that underpin our mission energize our commitment to a diverse and inclusive team. A diverse team also allows VisionSpring to approach problems with nuance and develop unique insights that drive an outsized positive impact in the world. We actively recruit, develop, and retain talented people from diverse backgrounds and support everyone in being exactly who they are. VisionSpring is an equal opportunity employer and welcomes people from all experiences, abilities, and perspectives to apply.