General Manager cum Head of Operation (Customer Service)

#21823

Company Info


Hr2b's client

HR2B's client is the leading global provider of end to end customer care solutions for mobile and IoT devices.

Job Information


Work At
Ho Chi Minh
Level
Director
Function
Customer Service
Industry
IT Hardware - Electronics
Consultant
Nguyen Kieu Trang
Nguyen Kieu Trang
Tel: +84 028 6288 3888 Ext: 810
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

Contact Information


You can apply online, send your CV or call Nguyen Kieu Trang at this number
+84 028 6288 3888 - Ext 810



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