General Manager cum Head of Operation (Customer Service)
HR2B
Ho Chi Minh, Vietnam
5 ngày trước

Job Information

1. Primary responsibilities :

  • Business growth strategy development and deployment to expand all business service offerings country wide
  • Local Joint Venture interface and local legal entity representation
  • Account & Relationship Management (the company Vietnam : strategic leadership and development of our Vietnam customer exclusive service and multi-
  • brand offering; understand customer requirements; interact with Regional Customer Care Executives)

  • Delivery Manager (operational & commercial performance : account, store, end-customer happiness)
  • Customer Operations Manager (leading and providing day to day direction to the local operations team, leading the individuals involved in the company Vietnam operations (Currently >
  • 150 people and growing) leading change, leading performance)

  • Act as the face of the company in Vietnam
  • 2. Key activities :

  • Support the company's Global Sales Team to grow the company Vietnam by the acquisition of new clients and representation of the company Vietnam towards current and new clients
  • Establish and maintain strong client relationships
  • Be the trusted go-to person for clients and the clients’ partners
  • Own the entire account and project P&L(s) and drive both revenue making as well as cost efficiency initiatives
  • Own and breath the end-customer happiness (B2C). No compromise on C-SAT scores! Secure the company's operations deliver highest C-
  • SAT scores and follow up any non-compliance or deviation until resolution

  • Proactively manage client satisfaction (B2B) and service delivery by anticipating and monitoring potential service problems
  • Own the wider KPI scorecard agreed with clients
  • Bridge customer and contractual requirements into Operations
  • Interface with SCM, Marketing, Planning, and Operations as well as Finance in order to allow the delivery of all customer demands, including cost and pricing data within regular business reviews
  • Coordinate marketing campaigns and various end-customer (B2C) initiatives to drive customer satisfaction
  • Requirements

    1. Education Requirement :

  • MBA or equivalent degree in business management
  • 2. Personal attributes :

  • Entrepreneurial skills to drive countrywide growth and expand the company's presence in Vietnam
  • Local knowledge of Vietnamese business practices, laws, regulations, and general ways of working
  • Strong ability to develop and foster key business relationships
  • Skilled at developing strategies and plans that support continuous process improvement
  • Results oriented with a proven ability to effectively manage multiple diverse tasks and assignments of varying complexity while under time constraints
  • Solid influencing, collaboration, and creative problem-solving skills to meet the diverse needs of business stakeholders
  • Excellent English and Vietnamese communication skills both written and oral
  • Aptitude for working with minimal direction while effectively responding to emerging issues and opportunities
  • Ability to remain flexible and adaptable to the company’s culture and constant evolution
  • A high degree of initiative
  • Excellent organizational and self-management skills
  • Cross-cultural communication skills and willingness to work in virtual teams
  • Strong team player and experienced manager of both direct and indirect teams
  • Benefits

  • A versatile, international area of responsibility with which you are at the pulse of the company and have the opportunity to influence crucial decisions
  • A multi-cultural operating company
  • An open-minded, positive and motivated environment with flat hierarchies and short decision paths
  • The ability to work independently and responsibly and contribute your talents
  • Colleagues who are more than happy to welcome you
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