Customer Experience Manager

ABOUT PATI GROUP

PATI Group is revolutionizing the e-commerce landscape by specializing in high-quality dietary supplements. Within just one year, we achieved a remarkable 
500% growth in sales in the U.S. market
.

Our vision is to become 
Vietnam's leading dietary supplement company by 2026
, empowering customers to unlock their full physical, mental, and intellectual potential.

JOB SUMMARY

At PATI Group, we see Customer Experience (CX) as more than just support – it's the foundation of how we build trust and keep customers coming back.

We are seeking an
experienced Customer Experience Manager
, with
good ENGLISH skill
, a true
CUSTOMER-CENTRIC mindset
, and hands-on experience
working DIRECTLY with customers
to
lead
our Customer Service (CS) team and act
as a strategic driver
in transforming the Customer Experience function into a Profit Centre.

This role combines
leadership, customer insights, and commercial mindset
- perfect for someone who can balance customer delight and business growth.

ESSENTIAL ROLES & RESPONSIBILITIES

1. Drive Customer Experience as a Profit Centre

• Partner with the CEO to develop and execute strategies that turn customer experience into a key revenue driver.
• Identify and lead initiatives that leverage customer interactions for upselling and cross-selling opportunities.
• Reduce customer churn and increase Customer Lifetime Value (LTV) through data-driven action plans.

2. Build Lasting Customer Value

• Design and implement proactive programs to strengthen customer loyalty and maximize retention.
• Cultivate brand advocates who promote referrals and contribute to organic growth.

3. Elevate Support & Resolve Systemic Issues

• Act as the expert escalation point for complex or high-impact customer cases.
• Analyze customer feedback and data to identify root causes of recurring issues.
• Implement long-term, systemic solutions to enhance the overall customer journey.

4. Optimize Processes & Leverage Technology

• Collaborate cross-functionally to streamline customer touch points and improve efficiency.
• Utilize CRM tools (e.g. Freshdesk, Zendesk, Gorgias,…) to manage, monitor, and optimize team performance.

5. Enable Team Success & Training

• Build comprehensive SOPs and strategic playbooks for the CX team.
• Support the creation of Sales Kits and training materials to develop the team's profit-driven mindset and product expertise.
• Coach and mentor team members to achieve performance excellence and growth.

SKILLS & QUALIFICATIONS

1. Must-have Requirements

• At least
  10 years of experience
  in Customer Experience, Customer Success, or related fields, with a proven
  customer-centric approach
  .
• Proven record of
  leading and developing CS team
  with measurable improvement in CSAT/NPS or retention metrics.
• Strong experience in
  building SOPs, sales kits
  , and managing team performance.
• Language Proficiency: Good command of
  ENGLISH (both written and spoken)
  , which equivalent to IELTS 6.5 / TOEIC 900.
• Familiarity with CRM platforms (Freshdesk, Zendesk, Gorgias,…).

2. Nice-to-have Requirements

• Experience in E-commerce (Shopee, Tiki, Lazada, etc.), BPO (Concentrix, Transcosmos, TDCX,…), or industries with high customer service standards (Luxury, Airlines, Hospitality).
• Sales mindset with the ability to identify revenue opportunities within customer interactions.
• Strategic & profit-oriented mindset.
• Excellent communication and leadershipskills.
• Strong analytical, planning, and optimizationabilities.

COMPENSATION & BENEFIT

• Compensation:
  Competitive salary + incentive based on performance (open to negotiate).
• Career Growth:
  Fast-track promotion opportunities, including a path to Operations Manager.
• Professional Development:
  Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead in delivering exceptional customer experiences.
• Workplace Culture:
  Join a dynamic, innovation-driven environment focused on employee success.
• Additional Benefits:
  Social insurance, statutory leave, and team-building activities.

TEAM MANAGEMENT

• Reports to:
  CEO.
• Career Path:
  Potential promotion to Operations Manager based on performance and innovation impact.
• Team Vision 2025:
  Build a customer-centric team that positions Customer Experience as a key strategic differentiator for our brand.
• We are expanding to develop a high-performance offline team with 3-4 members this year.
• As the CX Manager, you will work alongside the CEO to guide the growth of this 3-4 CX offline team, ensuring strong collaboration and excellence in service.

WORKING CONDITIONS

• Location:
  On-site, 18 Street No. 38, An Khanh Ward, Ho Chi Minh, Vietnam.
• Hours:
• Monday - Friday:
  8:30 AM - 5:30 PM, with a 1-hour lunch break.
• Saturday (Culture Day):
  6:30 AM - 09:00 AM. We kick off Saturdays with team runs and weekly reflections - mind, body, and momentum aligned.

Please make sure you have read and agreed to our working location and hours, including working on Saturday mornings.