Head of Customer Service & Communications

1.  Create customer satisfaction goals:

a. Set clear missions and deploy strategies towards customer service.

b. Propose plans and budget for all activities of CS Dept.

c. Develop service procedures, policies and standards.

d. Adhere to and manage the approved CS budget.

e. Manage progress and results from the team.

2.  Hold customer conferences and reward programs (events/tours):

a. Provide direction to enhance event’s success and monitor all event operations.

b. Brainstorm program plans and concepts.

c. Prepare, review program brief and submit to TOM for approval.

d. Prepare program brief and work with agencies.

e. Review execution plans, and carry out overall management of the programs (online and offline events, tours).

f. Ensure event is completed smoothly and step up to resolve any issue might occur.

g. Manage changes relating to event/program organization to dealers (programs, changes, updates).

h. Responsible for managing document preparation and submission of C1 – C2 events and programs not relating to policies to DOIT or PPD for approval.

i. Prepare master concept and designs for all kinds of C1 and C2 events or programs.

j. Continuously collect, search and propose new organizing ideas in order to meet the following criteria: difference, unicity, good quality.

k. Analyze event’s success and review post-event reports.

3. Manage customer care services:

a. Collect, analyze information about customer care policies of competitors in order to propose suitable strategies and solutions.

b. Build policies, regulations, procedures, and guidelines on customer care services.

c. Set up direction and allocate budgets for customer care programs of the seasons.

d. Follow up, supervise and assess performances of the customer care services.

e. Mainly in charge of providing direction for solutions for customers’ complaints, submitting for approval and following up the results.

f. Analyze root causes resulting in bad results of customers’ satisfactions and propose direction for improvement solutions.

g. Manage relevant documents and materials relating to customer services.

h. Control and optimize all resources and budgets to achieve qualitative and quantitative targets.

i. Propose procedures of customer care services, continuously find solutions to improve the services.

4. Manage corporate communication:

a. Build communication channels in order for customers to easily approach the information of the Company, products and promotions.

b. Build communication plans base on company’s direction and strategy.

c. Review and approve contents before uploading on the communication channels (website and social networks…).

d. Coordinate and manage tasks of outsourcing agencies.

e. Ensure consistent branding images of all point of sales materials (POSM) and events of the Company before uploading on communication channels.

f. Manage feedbacks for customers’ interactions on website, and social networks as per timing specified.

g. Analyze performance of communication channels and propose solutions for improvement.

h. Maintain relationship or exchanging information with external parties

i. Develop procedure and edit communication materials like newsletters, press releases and similar communication materials in order to promote company’s products, services, culture, and values.

j. Ensure communications consistency among different stakeholders

k. Collaborate with Marketing on external communication media and contents.

l. Collaborate with HR on internal communication to ensure consistency and professionalism (communication standard).

m. Draft speeches, articles, and presentations for senior leadership

n. Collaborate with cross-functional teams to ensure consistent messaging and alignment of communication efforts

o. Proactively identify and manage potential reputation risks and develop crisis communication plans

p. Manage communication plan during crisis.

5. Collaborate with relevant departments in holding internal events:

a. Contribute ideas for internal events.

b. Prepare master ideas from internal departments and concept designs for internal events of the Company.

c. Make sure all preparations are on time with related depts.

d. Responsible for overall event operations.

1. Knowledge and education level:

a. University graduate in Business Administration/ Marketing/ Hospitality or Tourism industry as public relations or related fields.

2. Experiences:

a. At least 5 years of management experience in customer service or related industries;

b. Relevant experience in hosting events, arranging customer services, and connecting customers for better relations.

3. Skills :

a. Good commercial sense, strong ability to work with system and structured approach;

b. Strong communication skills;

c. Demonstration of multi-tasking ability to set priority operative management, coaching and being involved to implement and drive improvements initiatives and people development at the same time;

d. Ability to work independently under pressure and in team with high level teamwork approach;

e. Good problem-solving skills;

f. Good command of English and computer skills.