Robert Walters Group

An exciting opportunity has arisen for a dedicated and inspiring Customer Care Manager to join a renowned organisation in Ho Chi Minh City. This role is perfect for someone who thrives on delivering exceptional customer experiences, leading high-performing teams, and driving operational excellence within a premium consumer goods environment

Keywords: customer satisfaction, team development, service excellence, process improvement, multicultural environment, leadership opportunity, premium consumer goods, data-driven insights, omnichannel service

As the Customer Care Manager, you will play a pivotal part in shaping the customer journey, ensuring that every interaction reflects the company's commitment to quality and satisfaction. You will be empowered to develop and execute strategies that align with both global standards and local market needs, all while working alongside a diverse team of professionals. If you are passionate about nurturing talent, optimising processes, and advocating for customers at every level, this position offers the platform to make a significant impact. Flexible working opportunities and exposure to international best practices await those ready to take their career to new heights.

• Join a globally successful organisation with over 140 years of history, where your expertise in customer care will directly influence business growth and customer loyalty across Vietnam.
• Be part of a supportive leadership team that values collaboration, professional development, and the sharing of knowledge across departments and regions.
• Enjoy flexible working opportunities and the chance to work in a multicultural environment that encourages innovation, continuous improvement, and personal growth.

What you'll do:

As Customer Care Manager based in Ho Chi Minh City, you will be entrusted with overseeing all facets of customer care operations. Your day-to-day activities will involve developing strategic plans that enhance the overall customer experience while ensuring these initiatives are locally relevant yet globally consistent. You will guide your team through complex challenges by providing mentorship and fostering an environment where everyone feels valued. By leveraging your analytical skills, you will interpret service data to identify trends and areas for improvement-implementing changes that streamline processes without compromising on quality. Your ability to communicate effectively across departments ensures that customer feedback is heard at every level of the organisation. Success in this role means not only meeting but exceeding service benchmarks through collaborative problem-solving and a relentless focus on positive outcomes for both customers and colleagues.

• Develop and implement comprehensive customer care strategies tailored to the Vietnamese market while ensuring alignment with global customer experience standards.
• Oversee daily operations across multiple communication channels including phone, email, social media, and live chat to guarantee seamless service delivery.
• Lead, coach, and nurture the Customer Care team by setting clear expectations, providing regular feedback, and supporting professional growth to achieve key performance indicators such as response times, resolution rates, CSAT, and NPS.
• Identify opportunities for process enhancement by introducing automation solutions and best practices that drive efficiency and elevate customer satisfaction levels.
• Act as the voice of the customer within the organisation by gathering insights from interactions and making recommendations to improve products, services, and internal policies.
• Monitor performance metrics closely by tracking data trends, analysing results, and reporting findings to senior management for informed decision-making.
• Ensure strict compliance with company policies, data protection regulations, and quality assurance standards throughout all aspects of customer care operations.
• Manage escalated customer issues with empathy and professionalism to ensure timely resolutions that exceed expectations.
• Collaborate effectively with internal stakeholders such as finance, marketing, supply chain, IT support, legal teams as well as external partners including call centre vendors and regulatory authorities.
• Foster an inclusive team culture that values open communication, mutual respect, and shared success.

What you bring:

To excel as Customer Care Manager you will bring extensive experience from similar roles where you have successfully managed large-scale service operations within premium consumer goods or direct sales sectors. Your background demonstrates not only technical proficiency but also an empathetic approach towards both customers and colleagues. You possess advanced interpersonal skills enabling you to build trust-based relationships across diverse teams while championing initiatives that foster inclusivity. Your analytical acumen allows you to translate raw data into meaningful strategies that drive continuous improvement throughout the department. Fluency in Vietnamese and English ensures seamless communication with stakeholders locally as well as internationally. Above all else your integrity professionalism commitment to organisational values set you apart as someone who can be depended upon during periods of change or challenge.

• Bachelor's degree in Business Administration, Marketing, Communications or a related field is required for this position.
• A minimum of seven years' experience in customer care or service management roles is essential; at least three years should be spent in a leadership capacity overseeing teams.
• Demonstrated success managing high-volume operations within premium consumer goods or direct sales environments is highly desirable.
• Exceptional leadership abilities with proven experience coaching teams towards achieving ambitious service goals while maintaining morale.
• Outstanding communication skills in both Vietnamese and English are necessary for effective stakeholder engagement at all levels.
• Analytical mindset capable of interpreting complex data sets to generate actionable insights that inform business decisions.
• A genuine passion for delivering superior customer experiences combined with strong problem-solving orientation is vital.
• Familiarity with CRM systems as well as omnichannel platforms used for managing multi-channel communications is expected.
• Experience working within fast-paced multicultural settings where adaptability is key to navigating shifting priorities will be advantageous.
• Willingness to travel domestically-and occasionally internationally-for training sessions or coordination meetings with regional/global teams.

What sets this company apart:

This organisation stands out due to its unwavering dedication to excellence innovation and customer satisfaction-a legacy built over more than 140 years of global success. Employees benefit from being part of a diverse dynamic team where knowledge sharing is encouraged at every turn. The company places great emphasis on professional development offering access to international best practices training opportunities flexible working arrangements designed around employee wellbeing. Collaboration lies at the heart of its culture ensuring everyone feels supported respected empowered regardless of their background or role within the business. By joining this company you become part of a network committed not just to commercial achievement but also positive societal impact through ethical business practices outstanding product quality ongoing investment in people's growth journeys.

What's next:

If you are ready to make a meaningful difference in customer care management we invite you to take the next step in your career journey today!

Apply today by clicking on the link provided-your future starts here.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.