ABOUT PATI GROUP
PATI Group is transforming the e- commerce industry with a focus on premium dietary supplements. In just 01 year, we experienced an impressive 500% sales growth in the U.S. market. Our goal is to establish ourselves as Vietnam’s top dietary supplement company by 2026, helping customers maximize their physical, mental, and intellectual potential.
JOB SUMMARY
This role combines leadership, customer insights, and commercial mindset- perfect for someone who can balance customer delight and business growth.
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.
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.
ESSENTIAL ROLES & RESPONSIBILITIES
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.
Reduce customer churn and increase Customer Lifetime Value (LTV) through data- driven action plans.
Identify and lead initiatives that leverage customer interactions for upselling and cross- selling opportunities.
Build Lasting Customer Value
Cultivate brand advocates who promote referrals and contribute to organic growth.
Design and implement proactive programs to strengthen customer loyalty and maximize retention.
Elevate Support & Resolve Systemic Issues
Act as the expert escalation point for complex or high- impact customer cases.
Implement long- term, systemic solutions to enhance the overall customer journey.
Analyze customer feedback and data to identify root causes of recurring issues.
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.
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
Must- have Requirements
Language Proficiency: Good command of ENGLISH (both written and spoken), which equivalent to IELTS 6.5 / TOEIC 900.
Proven record of leading and developing CS team with measurable improvement in CSAT/NPS or retention metrics.
At least 10 years of experience in Customer Experience, Customer Success, or related fields, with a proven customer- centric approach.
Familiarity with CRM platforms (Freshdesk, Zendesk, Gorgias,…).
Strong experience in building SOPs, sales kits, and managing team performance.
Nice- to- have Requirements
Sales mindset with the ability to identify revenue opportunities within customer interactions.
Experience in E- commerce (Shopee, Tiki, Lazada,...), BPO (Concentrix, Transcosmos, TDCX,…), or industries with high customer service standards (Luxury, Airlines, Hospitality,...).
Strategic & profit- oriented mindset.
Strong analytical, planning, and optimization abilities.
Excellent communication and leadership skills.
COMPENSATION & BENEFITS
Career Growth: Fast- track promotion opportunities, including a path to Operations Manager.
Workplace Culture: Join a dynamic, innovation- driven environment focused on employee success.
Additional Benefits: Social insurance, statutory leave, and team- building activities.
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.
Compensation: Competitive salary + incentive based on performance (negotiate).
TEAM MANAGEMENT
Team Vision 2025: Build a customer- centric team that positions Customer Experience as a key strategic differentiator for our brand.
Career Path: Potential promotion to Operations Manager based on performance and innovation impact.
Reports to: CEO.
We are expanding to develop a high- performance offline team with 3- 4 members this year.
As the CX Manager, you will work alongside with CEO to guide the growth of this 3- 4 CX offline team, ensuring strong collaboration and excellence in service.
