Customer Operations Manager

7 days ago

Ho Chi Minh City, Vietnam bp Full time

Job summary

**Entity**:
Customers & Products
**Job Family Group**:
Business Support Group

**About the role**

The Customer Operations Manager - Vietnam leads, coaches and motivates the market operations team to deliver all sales support processes and channel offer strategy, also handle any relationships with internal and external service providers to ensure service level agreements are delivered and to ensure alignment with business priorities, Castrol Investment Plan (CIP) and market Must Win Battles (MWBs)

**Key Accountabilities**
- Lead the effective integration of cross-functional activities which impact our ability to provide a high quality customer experience to our customers
- Lead the operational delivery of key customer management processes - Lead to contract (L2C), Order to Cash (O2C), Rebates management, Offer and Contract management, Customer Service Agreement
- Run tracking performance against the key operational metrics (CSA metrics) & drive continuous improvement
- Lead activities on customer setup - including ensuring any related digial system (Keris Portal) is set up accurately and functioning at all times and handle customer communications execution in the market
- Support tender/offer preparation for new customers and customer renewals for the market/channel
- Agree with cross-functional teams and/or partners to ensure the solutions are developed and sales & customer support activities are delivered to channel/customers according to the plan
- Lead team to build on understanding of channel/customers’ requirements and/or needs and provide support to Channel Sales Managers in exploring business opportunities including new customers development
- Evaluate the efficiency of channel support programs to ensure relevancy and and delivery of MWBs
- Incorporate insight/feedback from customers via constant customer engagement, market intelligence to optimize our channel offers and improve our business performance
- Lead customer projects implementation in market including benchmarking best practices in Aspac PU on service & offer, trade program, and digital solutions

**Leadership**:

- Lead and mentor a dynamic team of 11 individuals (6 direct reports)
- Delegate work appropriately and ensure that the right people and resources are available to deliver work/ on customer related projects.
- Provide the team with a clear direction and defines standards of performance encouraged, monitor performance and provide timely and constructive feedback to enable team development
- Motivate and empower others to achieve goals and provide others with coaching and development opportunities.

**Requirements**:

- min University degree in relevant studies
- 6+ years of customer facing experience (sales, customer service, marketing, operations)
- Operational experience of the L2C and O2C process
- Experiences in channel offer strategy development and execution
- Demonstrated track record of performance delivery and process/ continuous improvement through influencing and coaching others
- Proven experience leading and developing a team
- Demonstrates a bias for action in all areas of work; shows serious commitment to accountability and ownership, and a strong work ethics
- Strong communicator, both oral and written
- Experience working with and influencing cross functional teams, preferably in large matrix organizations

**Why join us?**

At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life These benefits can include flexible working options, paid parental leave policy among others

**Travel Requirement**

No travel is expected with this role
**Relocation Assistance**:
This role is not eligible for relocation
**Remote Type**:
This position is a hybrid of office/remote working
**Skills**:
Agility core practices, Analytical Thinking, Business process improvement, Commercial acumen (Inactive), Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
**Legal Disclaimer**:
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

  • Customer Operations Manager

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam bp Full time

    Job summaryEntity:Customers & ProductsJob Family Group:Business Support GroupAbout the roleThe Customer Operations Manager - Vietnam leads, coaches and motivates the market operations team to deliver all sales support processes and channel offer strategy, also handle any relationships with internal and external service providers to ensure service level...

  • Pu - Customer Excellence & Operations Manager

    3 weeks ago

    Ho Chi Minh City, Vietnam bp Full time

    Job summary **Entity**: Customers & Products **Job Family Group**: Business Support Group The ASPAC PU Customer Excellence & Operations Manager plays a crucial role in overseeing various aspects of the design and delivery of: customer experience, customer operations, sales capability, technical sales and services, customer and consumer digital solutions...

  • Seller Operations Manager

    3 weeks ago

    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts...

  • Bpo Management

    3 weeks ago

    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region...

  • Customer Operation Supervisor

    2 months ago

    Ho Chi Minh City, Vietnam Công ty TNHH La Vie Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) Be a Supply Chain ambassador for LaVie and the Customer: - Drive success of Availability & Freshness - Implement new Supply Chain solutions and work together with multi-functional teams Build Relationship and Trust with the Customers: - Maintain the contacts with the customer - Gain insight into...

  • Customs Operations Specialist

    22 hours ago

    Ho Chi Minh City, Vietnam On AG Full time

    **In short**: Based in Vietnam, you will work closely with our global suppliers and manufacturers, as well as our Sourcing, Supply Chain and Development teams to assure that our end-to-end Customs operations are seamless and compliant. You will be running Customs processes from sourcing, taking care of imports into Vietnam, and ensuring that manufacturers...

  • Backlog Management

    3 weeks ago

    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region...

  • Customs Operations Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam On AG Full time

    In short:Based in Vietnam, you will work closely with our global suppliers and manufacturers, as well as our Sourcing, Supply Chain and Development teams to assure that our end-to-end Customs operations are seamless and compliant. You will be running Customs processes from sourcing, taking care of imports into Vietnam, and ensuring that manufacturers follow...

  • Operations Manager

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam DHL Supply Chain Full time

    About usDHL Supply Chain, part of the EUR 56.6bn DPDHL Group, is the world's leading contract logistics provider. Combining value-added and management services with traditional fulfilment and distribution, our customized, integrated logistics solutions drive efficiency, improve quality and create competitive advantage.DHL Supply Chain offers specialist,...

  • Customer Operations Specialist

    1 week ago

    Ho Chi Minh City, Vietnam công ty tnhh elsa Full time

    Onboarding and Implementation: (25%) Assist in the onboarding of new B2B clients with guidance from senior team members. Ensure accurate setup of client accounts and provide initial support during implementation. Customer Engagement: (25%) Respond to client inquiries and concerns, escalating complex issues to senior team members. Monitor client usage and...

  • Customer Service

    5 days ago

    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelEntry Level- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause...

  • Operations Manager

    3 weeks ago

    Ho Chi Minh City, Vietnam Emerhub LLC Full time

    **OVERVIEW** EMERHUB is a multinational market entry consulting company. We help our clients to set up and grow their businesses across Southeast Asia (including Vietnam). We provide solutions to companies from remote hiring to setting up local operations, lowering barriers to local markets, and shortening time-to-market for any product or service. **About...

  • Operations and Customer Care Leader

    3 weeks ago

    Ho Chi Minh City, Vietnam Yên Living Full time

    **Giới thiệu**: Được ra đời vào năm 2021, YÊN Living là công ty startup quản lý bất động sản với mục tiêu mang đến những giải pháp tối ưu và sự an tâm cho những ai đang tìm kiếm ngôi nhà thứ hai của mình cũng như các chủ sở hữu tòa nhà/villa. Năm đánh dấu sự hiện diện của YÊN...

  • Customer Service Associate

    3 weeks ago

    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region...

  • Customer Service

    3 weeks ago

    Ho Chi Minh City, Vietnam Ayobody Full time

    Company Description Ayobody is one of Vietnam’s fastest-growing digital nutrition and wellness apps. By using technology, active coaching by experts and the latest nutrition science, we are helping people all over Vietnam to lose weight, build muscle and feel confident in their skin. Exciting challenges lie ahead - new services, markets and technologies....

  • Customer Service Officer, Operations

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region...

  • Operation Manager

    3 weeks ago

    Ho Chi Minh City, Vietnam Công Ty TNHH Wall Street English Full time

    **Mô tả công việc**: (Mức lương: 70 - 80 triệu VNĐ) About Exera Vietnam Your Trusted Partner in Integrated Facility Management EXERA Vietnam is an Integrated Facility Management (IFM) services provider, dedicated to creating safe, efficient and sustainable work environments for our clients. With a strong presence since 2012 in Myanmar, we...

  • Customer Service Manager

    2 weeks ago

    Ho Chi Minh City, Vietnam 40HRS Full time

    1. Quality Service Operation & Customer Satisfaction - Continuously find ways to improve Service Coverage - Suitable parts stocking for faster repair - Improve ASP technical competency through training and release of service bulletin. - Outsourcing Projects - Manage the call center. - Standardize all customer service procedures and policies 2. Service...

  • Operation Manager

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam HRchannels Group - Headhunter Vietnam Full time

    HRchannels Group - Headhunter VietnamHà Nội View om MapPost Date: 16/08/2023Applications 1Views 40Job Detail: Offerd Salary (USD) Login to view salary Career Level Manager Experience 710 Years Gender Male/Female Sector Ho Chi Minh City, Binh Duong, Dong Nai Industry Cosmetics/ Fashion/ Luxury, Executive ManagementOur client is a foreigninvested company,...

  • Tuyển Dụng Customer Operations Solutions

    4 weeks ago

    Ho Chi Minh City, Vietnam Công Ty TNHH Hybrid Technologies Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) - To work in collaboration with other teams in the organization. - Maintain existing customers' relationships by continuously proposing solutions to meet their objectives. - Work with offices for focus and alignment of efforts & deliverables to support and strengthen objectives for the accounts. -...