​The market Lead (Engagement Lead/Client Experience Manager) is responsible for partnering with the Respective Markets to ensure Service Centre Adoption, Develop Strong Relationships with Each Market Division/Brand team. Connect with Key Business Executives and Stakeholders involved in E-commerce Service responsibilities. They will be a Key Escalation for any Market-Related Queries and Be on point to review /Assess New Business Opportunities.

1. Responsibilities

• Serve as the lead point of contact for SVC management matters and partner with Delivery Location Leadership to assess resolutions for the Client teams

• Build and maintain strong, long-lasting client relationships

• Align Delivery of Services for Respective Markets based on the Contractual Staff alignment and scope

• Develop trusted advisor relationships with brand teams that actively work with the Service Centre teams

• Ensure the timely and successful delivery of SVC Services and are meetings the required KPIs agreed with the Market

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Identify Potential Business Support with existing clients and identify areas of improvement to meet the required Service expectations

• Track key Market KPIs for the Service Centre metrics (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)

• Partner with the SVC team to present Weekly/Monthly / Quarterly Reports for Internal and External Stakeholders

• Assist with challenging client requests or issue escalations as needed for SVC or on behalf of SVC

• Establishing working relationships with e-commerce Vendor partners who are actively working with SVC to deliver common goals for the Client Brand teams

• Understanding the Key Business Drivers for the E-Commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment with SVC

• Collaboration with internal and external stakeholders to achieve the desired share in each category.

• Ensure Adoption of the SVC Services across all brands in the Market and applicability of required tools/processes, i.e., Workflow Management, etc

2. Requirement

• 10-14 years of experience and understanding of Various Ecomm Channels used /available in the Market

• Preferred knowledge of the Market Nuances of Clients using E-commerce Platforms

• Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms

• Working knowledge of Microsoft tools

• Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams

• Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team

• Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.

• An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.

• Able to Interact with Client Teams, Different Client Partners that support the Services offered by the SVC

• Project Management and Account Manager Experience preferred

• Ability to work at Client Locations where applicable and partner with teams across different Service locations

If you are interested in this role, do not hesitate to get in touch with me via trinh.nguyen@manpower.com.vn or 0949 469 617