Customer Care Manager

Key Responsibilities:

• Strategic Leadership: Develop and execute the Customer Care strategy for Vietnam, ensuring alignment with local market needs and company’s global customer experience vision.
• Operational Excellence: Oversee daily customer service operations, including inbound and outbound communication channels (phone, email, social media, live chat).
• Team Management: Lead, coach, and develop the Customer Care team to deliver consistent, high-quality service and meet KPIs (response times, resolution rates, CSAT, NPS).
• Process Improvement: Identify and implement process enhancements, automation opportunities, and best practices to improve efficiency and customer satisfaction.
• Customer Advocacy Serve as the voice of the customer within the organization, providing insights and recommendations to improve products, services, and policies.
• Performance Monitoring: Track, analyze, and report customer service performance metrics to the Finance Director and relevant stakeholders.
• Compliance & Standards: Ensure compliance with company policies, data protection regulations, and quality assurance standards.
• Escalation Management: Oversee resolution of complex customer issues and complaints, ensuring timely and satisfactory outcomes.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• Minimum 7 years’ experience in customer care or service management, with at least 3 years in a leadership role.
• Proven track record of managing customer service operations in a high-volume, premium consumer goods or direct sales environment.
• Excellent communication and interpersonal skills (Vietnamese and English required)
• An analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.
• Customer-centric approach with a strong problem-solving orientation.
• Familiarity with CRM systems, omnichannel service platforms, and customer feedback tools.
• Ability to work in a fast-paced, multicultural environment and adapt to changing priorities
• Willingness to travel domestically and occasionally internationally for training and coordination with regional/global teams