Senior Customer Service Manager, Mainland South East Asia (MSEA)

ABOUT YOUR ROLE (Mô tả chung về công việc):

This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.

KEY RESPONSIBILITIES WILL INCLUDE: (Các trách nhiệm đảm đương):

• Oversee and ensure smooth operations across CS teams
• Translate business strategy into actionable service plans and performance targets
• Drive continuous improvement in order management, fulfillment accuracy, and customer communication
• Partner with Sales, Planning, Logistics, Quality, and Operations to ensure seamless order-to-delivery execution.
• Drive initiatives that improve customer journey touchpoints from order entry to invoicing
• Ensure consistent application of policies, procedures, and service standards across CS teams.
• Manage service capacity and resources to meet fluctuating demand and seasonal peaks
• Lead regular service review meetings with key commercial or production counterparts to address pain points.
• Represent Customer Service in customer business reviews ensuring voice of customer (VOC) is heard internally
• Leverage data and VOC insights to anticipate customer needs and improve service models.
• Benchmark performance across teams and regions to share best practices
• Build a talent pipeline and succession plan for key CS roles
   

WHAT WE WILL BE LOOKING FOR IN YOU (Các yêu cầu tuyển dụng cần có):

• A self-motivated and highly dynamic leader with 7+ years of experience in customer service or supply chain, preferably within the apparel, footwear, or manufacturing industry.
• They excel at leading front-line teams, driving process excellence, and partnering cross-functionally to enhance customer experience and operational efficiency.
• Strong in data analysis, stakeholder management, and change leadership, they balance strategic vision with hands-on problem-solving.