Customer Experience Manager (M2-M4)
About PATI Group
PATI Group is transforming the e-commerce industry with a focus on premium dietary supplements. In just one 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
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 skills, 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 and 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.
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.
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.
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.
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 and Qualifications
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,…).
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 leadership skills.
Strong analytical, planning, and optimization abilities.
Compensation and Benefits
Compensation: Competitive salary per month + incentive based on performance (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 with 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.