Senior Manager, Customer Excellence and Sales Operation

Job summary

An excellent Senior Manager, Customer Excellence and Sales Operation job based in Ho Chi Minh City has just arisen at one of the world's leading manufacturing and structural components for apparel and footwear companies.

Job Responsibilities

Lead and Develop an Exceptional Customer Service Team:

• Provide day-to-day leadership and operational support for the Customer Service Team.
• Ensure the team has the resources and tools required to deliver high-quality and timely service.
• Handle complex and critical customer service challenges effectively.
• Empower team members to make independent decisions.
• Guide the team in transforming customer interactions into sales opportunities.

Champion Customer Service Excellence:

• Collaborate with internal teams (e.g., commercial, operations, finance) and key customers to identify areas for service improvement.
• Implement the global vision and strategies for the customer service function.
• Define, communicate, and execute customer service policies, procedures, and best practices.
• Support initiatives and projects aimed at driving growth and enhancing service quality.

Governance and Performance Management:

• Develop key performance indicators (KPIs) aligned with global customer service goals.
• Monitor and evaluate team performance using established competency frameworks.
• Achieve agreed annual sales targets and budget objectives for the customer service team.

Team Development:

• Strengthen team capabilities through training, coaching, and mentoring based on established frameworks.
• Organize, prioritize, and delegate tasks to ensure smooth team operations (e.g., recruitment, onboarding, and training).
• Foster team engagement, motivation, and accountability to drive goal achievement.
• Stay updated on the latest customer service trends and incorporate these for continuous team improvement.
• Cultivate a growth mindset within the team, encouraging proactive performance enhancement.

Build and Maintain Key Customer Relationships (Where Applicable):

• Develop and nurture strategic relationships with key customers.
• Oversee the daily management of strategic accounts, such as super contractors, when required.

Sales Operations Responsibilities:

• Assess market opportunities to identify potential customers and emerging business channels.
• Analyze competitive market data to prioritize growth opportunities.
• Collaborate in the creation and delivery of marketing and technical presentations for sales engagements.

Experience requirements

• Proven experience in managing operational customer service teams.
• Strong strategic and customer-centric mindset with a clear understanding of broader market dynamics.
• Skilled at motivating and effectively communicating with individuals at all organizational levels.
• Adaptable and capable of thriving in dynamic and evolving environments.
• Demonstrated strong leadership abilities.
• Collaborates effectively with peers and key stakeholders across Commercial, Finance, Marketing, and Operations to drive customer-focused improvements.
• Forward-thinking and visionary in shaping the future of customer service.

Education requirements

• University degree or higher qualification.

Please click the APPLY button or contact Mr. Tri Phu at +84 367 665 672 or tri.phu@adecco.com to discuss further.

Contact Person

•   Tri Phu
•  Adecco