General Manager Cum Head of Operation (Customer Service) (Job#21823)

1. Primary responsibilities:
- Business growth strategy development and deployment to expand all business service offerings countrywide
- 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 companys 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 companys 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

1. Education Requirement:
- MBA or equivalent degree in business management
2. Personal attributes:
- Entrepreneurial skills to drive countrywide growth and expand the companys 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
Others:
- 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

- Good benefits

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