Customer Service Manager

I. Job summary

We are seeking a Customer Service Manager to lead the strategic development and execution of EUDS’s customer experience and service initiatives in Vietnam. This role is responsible for elevating the end-to-end client journey — from the first showroom interaction, through project delivery, to post-sales care — ensuring every touchpoint reflects the company’s premium service standards.

The successful candidate will design and implement innovative customer engagement strategies, diversify service channels, build lasting client relationships, and transform customer service into a strategic marketing and referral platform through events and partnership programs.

Location: MHDI Building, 60 Hoang Quoc Viet, Cau Giay, Hanoi

Working hours: Monday to Saturday, 9:30 – 17:30

II. Key Responsibilities

1. Strategic Planning & Service Development

• Develop and implement long-term customer service strategies aligned with business goals to enhance customer experience across all touchpoints — showroom visits, project execution, and after-sales.
• Build annual action plans and KPIs for the Customer Service team; plan and manage budgets for customer care activities, gifting programs, events, and client engagement initiatives.
• Analyze customer behavior and market trends to propose targeted service and engagement strategies.

2. Showroom Operations Management

• Develop and implement annual showroom operation plans, business strategies, and KPIs.
• Build and manage the showroom’s operational and event budget separately from the customer service budget.
• Monitor the showroom’s financial performance (costs, revenue, profitability) and prepare regular performance reports with improvement recommendations.
• Oversee day-to-day operations to maintain showroom standards, product display quality, service excellence, and consistent brand image.
• Collaborate with Sales, Brand Management, and Marketing teams to execute promotional activities, events, customer acquisition programs, and brand communication.

3. Team Leadership & Training

• Lead, train, and develop the showroom and customer service teams to deliver exceptional service and maintain high performance.
• Work closely with the HR department to implement training programs on behavior, etiquette, and dress code to enhance the company’s professional image.

4. Customer Data & Relationship Management

• Develop and maintain a systematic customer database including contact information, purchase history, installed products, preferences, and feedback.
• Track key personal milestones (e.g., birthdays, anniversaries, special occasions) to plan personalized greetings, gifts, or engagement activities.
• Ensure regular and meaningful touchpoints with clients: follow-up calls, home visits, event invitations, and appreciation gestures.
• Integrate customer data with marketing activities to personalize communications and strengthen loyalty.

5. Project support & After-Sales Service

• Receive and manage post-delivery customer care processes; maintain regular communication with clients regarding delivery status and coordinate with relevant teams to resolve issues promptly.
• Support project handover to clients, including preparing handover documents, warranty information, product details, gifts, service cards, etc.
• Manage annual and quarterly maintenance plans, including budgeting, scheduling, and logistics.
• Supervise warranty and service processes to ensure compliance with company policy.
• Coordinate closely between showroom, technical service, and internal teams to deliver a seamless client experience.

6. Customer Engagement & Partner Network Development

• Diversify engagement methods: invite clients to experience new products, organize in-home marketing visits, and create tailored interaction opportunities.
• Develop and operate a “Partner Network” program, inviting loyal customers to collaborate, refer new clients, and receive material and experiential benefits.
• Work with Sales, Brand Management, and Marketing teams to leverage customer service as a strategic marketing channel.

7. Reporting & Continuous Improvement

• Prepare regular performance reports on service quality, showroom operations, and customer engagement outcomes.
• Propose initiatives to continuously improve service standards and customer experience based on data and feedback.

I. Education / Experience

• 5–7 years of experience in premium customer service, hospitality, or customer experience management at reputable companies.

II. Skills & Competencies

• Fluent in English and Vietnamese.
• Strong communication, presentation, and interpersonal skills.
• Strategic planning and organizational abilities.
• Proficiency in MS Office.
• Ability to handle customer complaints and multi-department coordination.
• Knowledge of premium hospitality standards and professional grooming.

I. Salary & Benefits

• Competitive base salary according to experience.
• Performance-based bonus aligned with departmental KPIs.
• Additional benefits to support long-term client relationship building.