Customer Service & Support Jobs in Hanoi, Vietnam (Now Hiring) — 27 open

Responsibilities

Sales Management (70%):

1. Target Setting and Competitors:
   • Collaborate with counter/store manager to develop seasonal targets (both quantitative and qualitative) and relevant action plans required
   • Drive retail sales, service and marketing activities in line with brand strategy implementation
   • Maintain an ongoing awareness of the performance of every ELC brand in each door versus competition for the purpose of gaining market share. Plan and implement improvement and recommendations for a course of action
   • Prepare and update for review and discussion – achievement of sales targets, key business issues, strengths and opportunities, and education plans, etc when required
   • Review business health – hero mix and KPI’s every month with counter manager/store manager.
2. Retailer Relationships and Demonstration
   • Develop and maintain retailer relationships in order to secure appropriate demo. planning and operational efficiencies to achieve specific goals and strategies
   • Where relevant, support the Key Accounts team on retailer.com discussions to drive key initiatives and operations in-store (as required)
   • Manage and deliver demonstration costs to targets/% to RS. Ensure rosters meet business needs and productivity measures set
   • Prepare and authorize recharge agreements for zone
   • Review salary subsidy report on monthly basis
   • Input information into payroll systems within specified timeframes
3. Inventory
   • Review weekly orders per brand and store/retail group to highlight inventory issues and escalate as require
   • Submit inventory peaking requests in anticipation of store-initiated activations and/or events at store or brand level as required
   • Ensure counter managers are maintaining adequate levels of stock on hand and are utilising store processes to address stock issues
   • Ensure all return authorizations are completed in each store by date required
   • Ensure quarterly tester orders are placed by all accounts and submission schedules are adhered to
4. General
   • Ensure Outlook calendar reflects journey plan intentions and is up to date (reflecting sales and education priorities) at the beginning of each month and is accessible by state manager and national sales and education manager
   • Participate in all appropriate management meetings and brand seminars
   • Where required, verify retail team members paperwork relating to staff purchase/ incentives/claims/approval of annual/unpaid leave forms
   • Effectively use tools such as email, WhatsApp and other channels to communicate where appropriate
   • Effectively manage administrative tasks, whilst ensuring the key focus is on driving retail and operational effectiveness, people and performance, resulting in the achievement of targets
   • From a social media perspective, stay on top of brand’s key attributes as seen by consumers, bloggers and influencers. Stay up to date with digital/social marketing trends, competitor’s activity
   • Understands the brand’s channel dynamics and how consumers experience the brand

Drive Retail & Build Talent (30%):

1. Coaching & Development
   • Lead the digital and in-store orientation of all retail staff
   • Lead counter coaching – work alongside retail team members to provide on-going coaching (service and selling skills//merchandising skills) and reinforcement of KPI’s
   • Coach each KAM and its team members to ensure that the highest customer service standards are maintained at the point of sale. Coach on service and selling behaviours whilst ensuring consumer details are captured as specified by brand
   • Ensure that all counters/stores follow merchandising, grooming and hygiene standards as directed by brands
   • Review on a monthly basis each counter/store manager’s KPI’s – which may include hero performance, customer growth, capture rates, category and sub-category MOB, hourly productivity, IPT and booked appointments (or variations by brand). Enhance performance and address concerns via in-store coaching and relevant digital learning support
   • Conduct quarterly team assessments in conjunction with the counter/store managers Recommend and implement course of action, educational requirements, talent development and succession planning
   • Provide support, advice, and direction to counter managers to enhance the development of their teams in all matters pertaining to their role and activities in-store.

2. Education

   • Register new and update existing digital learning users, maximize participation and reinforce key learnings

   • Participate and drive engagement of all brand and product digital learning to develop retail capabilities

   • Ensure all retail teams gain a thorough understanding and knowledge of brand principles, including the importance of brand-specific story-telling and retail services

   • Ensure all retail team members attend virtual education seminars as required and according to curriculum guidelines. Liaise with retail partners to negotiate attendance as required

   • Attend and co-facilitate training sessions with education to improve skills and knowledge as required

3. Recruitment

   • Where required drive the recruitment and performance development process with the support of ELC or retailer HR, aligned with company recruitment techniques and philosophies

4. General

   • Utilize brand-specific social channels to drive understanding, engagement, and communication as it pertains to specific priorities

   • Assist in set up of promotional sites and new/updated counter installations

   • Supporting counter/store manager during key trading and promotional activities

   • Where required drive the recruitment and performance development process with the support of ELC or retailer HR, aligned with company recruitment techniques and philosophies

Requirements

• Minimum 5 years of experience managing retail operations and at a supervisory level
• Excellent interpersonal and communication skills
• Excellent coach and communicator
• A good listener Skilled at winning people over
• Team player, inspires and mentors a team, likes to lead by example, inspires enthusiasm
• Ability to relate with different stakeholders and enjoys the fast-paced retail environment
• Ability to manage multiple responsibilities
• Proactive in problem-solving and taking initiative to improve business