[Nhu] - Senior Customer Relationship Manager

A leading organisation in Ho Chi Minh is seeking a Senior Customer Relationship Manager to join their team and play a pivotal role in shaping the future of customer service and sales. This position offers you the opportunity to define and implement strategic plans, drive business growth, and nurture meaningful relationships with customers across multiple channels. You will be empowered to analyse market trends, understand customer pain points, and develop tailored solutions that truly make a difference. The company values collaboration, inclusivity, and personal development, providing flexible working opportunities and ongoing training to help you thrive. If you are passionate about delivering exceptional service, fostering team growth, and making a positive impact within a supportive environment, this is your chance to advance your career. * You will have the autonomy to create and execute strategic plans for customer service and sales, ensuring your ideas are valued and implemented. * The organisation prioritises employee development through comprehensive training programmes, flexible working arrangements, and generous pension contributions. * You will work alongside knowledgeable professionals in an inclusive environment where your enthusiasm for nurturing customer relationships will be celebrated.

What you'll do:

As a Senior Customer Relationship Manager based in Ho Chi Minh, you will be at the heart of driving customer satisfaction and business growth. Your day-to-day responsibilities will involve creating impactful strategies that address both operational efficiency and long-term objectives. You will engage deeply with customers to understand their unique challenges, design bespoke solutions that meet their needs, and foster lasting relationships built on trust. By collaborating with various internal stakeholders—including sales managers, service managers, and senior leadership—you will ensure seamless coordination across departments. Your role also encompasses promoting digital engagement through innovative platforms, attending industry events to showcase products, resolving complex complaints with empathy, managing channels effectively, and leading a dedicated team towards shared success. To excel in this position, you must demonstrate strong interpersonal skills, analytical thinking, commitment to continuous improvement, and a passion for supporting both customers and colleagues.

• Define and implement both strategic and operational plans for customer service part selling, ensuring alignment with organisational goals.
• Conduct thorough analysis of inactive or lost customers for customer service products, developing actionable strategies to regain their business.
• Evaluate demand for customer service products by understanding customer pain points and designing spare part packages tailored to their needs.
• Collaborate closely with Area Sales Managers, Area Service Managers, Head of Sales, and SAS Manager to enhance customer service activities.
• Build comprehensive action plans to increase user engagement on digital platforms such as myBuhler, encouraging customers to transact online.
• Develop new business opportunities by collecting and evaluating information about competitors, customers, and market trends.
• Review operational records and reports regularly for submission to Head of Sales & SAS Manager, ensuring transparency and accountability.
• Attend trade shows or seminars to promote products effectively and expand the organisation’s reach within the industry.
• Listen attentively and proactively resolve customer complaints regarding spare parts and services by obtaining all relevant information and determining root causes.
• Coordinate actively with CSOP Managers for dispatching field service engineers (FSE) to address problem-solving or service sales needs.
• Build up, develop, and manage parts channels for business while executing channel management processes with regional teams.
• Lead the customer service team by building budgets and goals for both the team and individual members; plan work schedules; assign duties; monitor performance; participate in recruitment; oversee promotions; prepare training plans; ensure security; maintain optimal working conditions; keep costs within benchmarks.

What you bring:

To succeed as a Senior Customer Relationship Manager in Ho Chi Minh, you will bring a wealth of experience from technical sales environments coupled with deep expertise in customer service management. Your academic background in engineering or business equips you with the foundational knowledge needed for this multifaceted role. You have spent several years honing your skills in analysing market dynamics—identifying opportunities for growth while responding thoughtfully to evolving customer needs. Your approach is grounded in empathy: you listen carefully to clients’ concerns before crafting tailored solutions that address their pain points. You are adept at collaborating across functions—working together with sales leaders, service managers, digital platform specialists—to deliver results that benefit both customers and colleagues alike. Your proficiency extends beyond traditional sales techniques into digital engagement strategies that encourage users onto innovative platforms. As a manager, you are committed to nurturing talent within your team: recruiting new members thoughtfully; preparing comprehensive training plans; monitoring progress; celebrating achievements; maintaining optimal working conditions—all while keeping costs under control. Your dedication ensures not only operational excellence but also a warm atmosphere where everyone feels supported.

• Bachelor's Degree in engineering or business or equivalent qualification is required for this role.
• At least 5 years of proven experience in technical sales combined with a solid background in customer service is essential.
• Minimum 3 years of experience in management roles where you have demonstrated your ability to support teams effectively.
• Exceptional analytical skills enabling you to evaluate market trends, competitor activity, customer feedback, and operational data comprehensively.
• Outstanding interpersonal abilities allowing you to build rapport with customers as well as collaborate seamlessly with internal teams.
• Strong communication skills—both written and verbal—are necessary for presenting reports, resolving complaints sensitively, and engaging at trade shows or seminars.
• Proficiency in digital platforms such as myBuhler is highly desirable as it supports increased user engagement.
• Experience in channel management including building up new channels for parts business is advantageous.
• Ability to plan budgets responsibly while keeping departmental costs within established benchmarks demonstrates your dependability.
• Commitment to employee development through recruitment participation, training planning, performance monitoring, promotion oversight ensures a nurturing environment.

What sets this company apart:

This organisation stands out as an industry leader thanks to its unwavering commitment to employee wellbeing and professional development. Employees enjoy access to flexible working opportunities that accommodate diverse lifestyles while fostering work-life balance. Generous pension contributions provide financial security now and into the future. Comprehensive training programmes empower staff at every level—from new hires through seasoned professionals—to continually expand their knowledge base. The workplace culture is inclusive: everyone’s voice matters regardless of background or experience level. Supportive leadership encourages open communication so ideas can flourish without fear of judgement. The company invests heavily in state-of-the-art technology platforms like myBuhler which streamline operations while enhancing customer engagement. By joining this organisation as a Senior Customer Relationship Manager you become part of a networked community where collaboration drives success—and where your enthusiasm for nurturing relationships will be recognised every day.

What's next:

If you are ready to take your career further by joining an organisation that values collaboration, inclusivity, personal growth—and where your passion for supporting customers truly matters—apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.