Customer service manager

1. Strategic Planning & Service Development

• Develop and implement long-term customer service strategies aligned with business goals to enhance customer experience across all touchpoints - showroom visits, project execution, and after-sales.
• Build annual action plans and KPIs for the Customer Service team; plan and manage budgets for customer care activities, gifting programs, events, and client engagement initiatives.
• Analyze customer behavior and market trends to propose targeted service and engagement strategies.

2. Showroom Operations Management

• Develop and implement annual showroom operation plans, business strategies, and KPIs.
• Build and manage the showroom's operational and event budget separately from the customer service budget.
• Monitor the showroom's financial performance (costs, revenue, profitability) and prepare regular performance reports with improvement recommendations.
• Oversee day-to-day operations to maintain showroom standards, product display quality, service excellence, and consistent brand image.
• Collaborate with Sales, Brand Management, and Marketing teams to execute promotional activities, events, customer acquisition programs, and brand communication.

3. Team Leadership & Training

• Lead, train, and develop the showroom and customer service teams to deliver exceptional service and maintain high performance.
• Work closely with the HR department to implement training programs on behavior, etiquette, and dress code to enhance the company's professional image.

4. Customer Data & Relationship Management

• Develop and maintain a systematic customer database including contact information, purchase history, installed products, preferences, and feedback.
• Track key personal milestones (e.g., birthdays, anniversaries, special occasions) to plan personalized greetings, gifts, or engagement activities.
• Ensure regular and meaningful touchpoints with clients: follow-up calls, home visits, event invitations, and appreciation gestures.
• Integrate customer data with marketing activities to personalize communications and strengthen loyalty.

5. Project Support & After-Sales Service

• Receive and manage post-delivery customer care processes; maintain regular communication with clients regarding delivery status and coordinate with relevant teams to resolve issues promptly.
• Support project handover to clients, including preparing handover documents, warranty information, product details, gifts, service cards, etc.
• Manage annual and quarterly maintenance plans, including budgeting, scheduling, and logistics.
• Supervise warranty and service processes to ensure compliance with company policy.
• Coordinate closely between showroom, technical service, and internal teams to deliver a seamless client experience.

6. Customer Engagement & Partner Network Development

• Diversify engagement methods: invite clients to experience new products, organize in-home marketing visits, and create tailored interaction opportunities.
• Develop and operate a "Partner Network" program, inviting loyal customers to collaborate, refer new clients, and receive material and experiential benefits.
• Work with Sales, Brand Management, and Marketing teams to leverage customer service as a strategic marketing channel.

7. Reporting & Continuous Improvement

• Prepare regular performance reports on service quality, showroom operations, and customer engagement outcomes.
• Propose initiatives to continuously improve service standards and customer experience based on data and feedback.