Total 13 Manager level Customer Service job vacancies in Hong Kong, Lee Gardens 3, Causeway Bay

*** Key Responsibilities ***

 - Provide financial planning services to high-net-worth, mainlander and offshore customers

 - Provide personalized service for these segment customers to build and maintain good relationships

 - Promote investment, insurance and banking products for optimizing new business opportunities

 - Manage operational risk and observe the relevant policies /guidelines and compliance requirements

*** Key Requirements ***

Must-have

 - Passes in the Insurance Intermediaries Qualifying Examinations Paper 123 AND Hong Kong Securities Institute Licensing Examinations Paper 178

 - Fulfilment of the competency requirements to carry out relevant regulated activities as defined under the Securities and Futures Ordinance

 - Minimum 2 years of experience in direct selling investment or life insurance

 - Strong proficiency in written and verbal Cantonese and English

 - Strong sales and customer orientation, with good communication and interpersonal skills

Good-to-have

 - University level education is an advantage

 - HKCEE / HKDSE (with at least passes in Chinese and Mathematics OR English and Mathematics at Grade E / Level 2 / ""Attained"" or above) plus relevant work experience

 - Experience in handling offshore and mainlander segment will be an advantage

 - Strong self-motivation and ability to work under pressure

 - Good command of written and verbal Mandarin

 - Candidates with 5+ years of relevant experience will be considered as Executive Customer Relationship Manager

 - Candidates with 7+ years of relevant experience will be considered as Prestige Private Customer Relationship Manager

***Key Selling Points***

 - Fast track career path advancement

 - Top-tiered Hong Kong local bank

 - Strong client base with excellent exposure

- Working location: to be determined after training

 - Birthday Leave

 - Staff Mortgage upon completion of 6-month probation

 - Medical Insurance

 - Maternity Leave

Our Client a IT services company is looking to hire System Support Manager.

Responsibilities:

• Be responsible for providing expertise on system administration of container platform using container and orchestration packages (e.g. Grafana, Nexus, Twistlock, etc.)
• Be responsible for leading System Administrators to perform the following:
• Perform installation, configuration, patching, upgrading, testing and trouble-shooting of the Assignment System;
• Provide 7 x 24 maintenance and supporting System
• Perform compilation of reports, compilation / maintenance of system documentation, etc.
• Provide expertise on system administration of container platform using container and orchestration packages
• Provide advice and support to the Tenants in container platform on all issues related to System.

• Degree holder in Computer Science, IT or related discipline
• At least twenty (20) years of IT working experience;
• At least 9-year experience in implementation, configuration, administration and support of e applications adopting OSS including at least Linux, Apache, MySQL, Python, etc.
• At least 7-year experience in design and implementation and support of infrastructures applying containers and Kubernetes as core technologies, plus in-depth knowledge in microservices and DevOps.
• At least 6-year experience in network design and support experience.
• At least 6-year experience in support of container platform using container and orchestration packages such as Openshift or equivalent.
• At least 6-year experience in support of applications/infrastructures applying service mesh; Knowledge and experience in administration of virtualised hosting platform.
• Must possess excellent communication skills in Cantonese and English

The Flexi Group is a collection of beautifully designed flexible workspace brands with spaces across Asia Pacific and Australia. Our brands include The Hive, Common Ground and The Cluster, each bringing our community a unique member experience. We build, nurture and expand a community of professionals, serving as a hub for connection and collaboration for businesses.

Our mission is to inspire meaningful connections by building a second home where members become friends and ideas become a reality.

We’re looking for people who want to make a meaningful impact on people’s workplace experience and someone who thrives in a collaborative setting. Take the next step in your career, join The Flexi Group’s dynamic team and become a part of the community.

DAY IN THE LIFE OF

LM

We are looking for an entrepreneurial, ambitious, personable and business-savvy Location Manager whose values align with our TEAM; standing for Together, Extra-mile, Accountable and Mindful. The Location Manager works closely with the Senior Location Manager, General Manager, Operations Manager and Country Manager (depending on the structure of your location and country) to ensure the smooth running of the day-to-day business and facilities. The core focus is to deliver and develop an unrivalled member experience by driving the team to put on engaging community events, resulting in partnerships and lasting relationships with members. As leaders, they need to pass on their knowledge through training their team. They are inspirational and accountable for the performance of the business, their team and themselves.

ADMINISTRATION AND FINANCE

• Responsible for all finance such as petty cash, invoicing, receipt of payments and management reports.
• Ensure the community team is trained on all required administration and finance tasks required for their job.
• Ensure your team meet the financial deadlines, report accurately and have the knowledge to be able to deliver what is expected.
• Responsible for ensuring inventory is complete and ordering is within the set budget.
• Obtain and analyse P&L reports, and conduct variance analysis when required.
• Responsible for ensuring billing is complete and that aged receivables are followed up with minimalising late payments and ensuring month-end finance reporting can be completed on time.

MEMBER EXPERIENCE AND OPERATIONS

• Develop relationships with members and proactively understand their needs in order to bring ideas and recommendations to the table and create an action plan to exceed the expectations of every member, improving the overall member experience.
• Ensure the community team have the tools and knowledge to adequately solve member-related issues to help foster a collaborative community, train your team and step in when needed.
• Drive weekly community initiatives designed to develop connections between members, such as member introductions, events and social media engagement.
• Responsible for the overall cleanliness and upkeep of the space is up to standard, including basic maintenance, dusting, utensil washing, spot cleaning, cleaning the bathroom, cleaning up spills, keeping the pantry stocked and tidy etc. working with and coordinating the team to deliver exceptional standards.
• Responsible for reporting and following up with the New Projects team regarding maintenance and improvements and ensuring that costs align with the set budget.
• Conduct quality control checks, and address and solve issues immediately.
• Ensure you and the team deliver a personalised, high-quality member experience.
• Oversee all daily operations of your location (front desk services, event planning, social media marketing of the space, etc.).

SALES

• Work with the Country Manager and Sales Lead to ensure that your space maintains a 100% occupancy rate at all times.
• Notify, manage and work alongside internal teams to ensure a high retention rate of current members.
• Develop strategies to drive sales, increase revenue and interest for your location.
• Ensure that all enquiries are followed up on and that negotiations and closure are taking place.
• Manage the team and take responsibility for actively seeking and following up on leads, various membership sales, packages, negotiations, flex membership sales, private events and closing deals to meet sales targets.
• Conduct high-quality, informative tours, and ensure that juniors are trained and mentored, providing them with feedback and areas for improvement to ensure every potential member has an exemplary tour and experience..
• Responsible for maintaining the relationship with the landlord of your location, with the support of your seniors.

CONTENT AND EVENTS

• Ensure events are executed to a high level and are related to the community’s interests, giving support where needed. Report on member feedback to the Events Team.
• Ensure you and the team are actively driving collaborations and partnerships across a range of different industries and train the team on this process where needed.
• Ensure the Community team and Art Department produces event collateral in a timely manner and to a high standard.
• Ensure you and the team update social media pages (IG stories, Facebook posts, etc.), create engaging content and attend training needed to complete the task.
• Ensure the event calendar and notice board are regularly updated by the team.
• Attend and support external and internal events, be representative of all locations and be an ambassador of the events by encouraging others' attendance.

PEOPLE

• Set SMART personal and professional goals for the team, and assist with training and coaching individuals to achieve them.
• Responsible for onboarding, training, developing and reviewing your team's performance.
• Sit in interviews with a senior manager for your team, asking questions and giving feedback to conclude an overall decision to build your team.
• Provide your team with essential training, coaching, and mentorship to attract, grow and retain a solid and successful team.
• Actively work and develop on your own growth to better yourself for you, your team and the business.
• Work closely and coordinate with the People Team to track each team member's training and progression.
• Manage, inspire, support and guide your team to achieve their goals, holding regular one-on-ones and team meetings for clear communication.

• Three to Five years experience in a customer-facing leadership position, ideally within sales and events.
• Personable with strong verbal and written communication.
• Exceptionally organised with the ability to multitask.
• Thrives under pressure and is solution-oriented.
• University Degree is an advantage.
• Proficient in basic computer skills.
• Good business acumen.
• Prior experience in coworking, real estate, or startup business would be an advantage. 
• Fluent in English, Cantonese is a plus.

• A competitive salary is reflective of your growth.
• Variety of discounts across our growing industry partners.
• A comprehensive training academy to support your growth and longevity with us.
• Education allowance to support external training.
• A fun, dynamic working environment with a diverse, world-class team.
• Regular team and community events based on our four event pillars; Business, Community-building, Entertainment and Wellness.
• An extra day of leave to celebrate your birthday.
• An annual dedicated day to volunteer at a charity of your choice.
• Two days Flexcation a year, used to extend your time away by working in any of The Flexi Group locations

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We are committed to creating an inclusive, respectful environment that embraces individuality and talents. All appointments and promotions are made on the basis of performance and ability. We are committed to the continued development of our teams' personal skills and business acumen. All team members will be treated fairly and unbiasedly and given every encouragement to reach their potential.

Company:

Sopra Steria is a listed European tech leader specializes in Consulting, Digital Service, and Software. We have 50,000 employees worldwide located in different regions (Europe, North America and Asia), whereby Singapore is the HQ for APAC. EvaGroup Asia Pacific is part of Sopra Steria I2S APAC, in charge of Infrastructure, Cloud and Cybersecurity services.

For this position, we are looking for a Incident and Application Support Manager in Hong Kong to assist one of our client in the Financial/Banking industry.

This is an incident management (primarily) and application support (secondary) role. You will be working closely with the regional and global teams across business, product, project management and technology teams. The candidate will also be expected to contribute to projects based on the core production management work streams such as stability programs e.g. Automation, Application Resilience etc. 

Incident Management:

• Be the initial point of contact for Incident Management queries and escalations.

• Lead Major Incidents, facilitate both technical and non-technical bridge calls.
• Co-ordinate with the teams involved in incident investigations and manage communications internally.
• Produce and manage post incident review.
• Chair the incident and problem review meetings and assigned action/task tickets to remediate problems.
• Post incident, update wiki to ensure known errors and workarounds are documented for the support team.
• Collaborate with development, infrastructure, DBA etc on incidents and problems where possible.
• Work closely with application support teams to improve incident management processes.
• Relationship Management, build partnership with key stake holders and global team.
• Engage actively with stakeholders including head of trading desk and technology managers.
• Work with counterparts globally and ensuring there is a common/collective approach to issues/problems.
• DR Drill – coordinate and participate annual DR events.
• Operate in a ‘follow the sun model’ to ensure issues are resolved globally.

Application Support:

• Drive platform improvement initiatives in monitoring, stability, resiliency and capacity for the systems across APAC.
• Drive an operational environment for front office business applications from daily operational tasks, ensuring a stable operating environment for the applications.
• Release management – being the gatekeepers for the production environment, ensuring all change is understood and scheduled appropriately.
• Morning and weekend checks – in conjunction with global teams ensuring system readiness for the start of day and start of week.
• Monitoring – use and continual improvement to the main monitoring tool.

Competencies Required:

• Basic knowledge of the IT (databases, hardware, applications, operating systems, firewalls etc).
• Demonstrable strong working knowledge of ITIL Service Management framework.
• Excellent interpersonal skills.
• Experience using tools: ServiceNow and Jira.
• Self-sufficient drive and ability to work round blockers in a sustainable manner.
• Good prioritization skills, with the ability to work in a fast paced environment.
• Excellent interpersonal and communication skills and excellent problem solving abilities.
• Prior experience in a Client Services / Production management’s role.
• Good time management and ability to prioritize work.
• Working knowledge of UNIX, Linux operating system.
• Proficient in SQL and Shell scripting.
• Experience with Perl/Shell scripting, Excel and VBA .
• Experience with managing platforms in Linux and Windows environment.
• Experience with monitoring tools Autosys, ITRS Geneos and Dynatrace.
• Experienced and understand Agile methodology.

Nice to have skills:

• Strong domain knowledge of APAC equities markets and prime brokerage business
• Experience with Java, Kafka, Python and Kubernetes
• Incident / Problem / Change management

Qualifications and Experiencep:

• University qualification with IT Major
• Minimum 5+ years working experience with incident management, problem management and application Support.

• Regular team buildings
• 18 leave days / Year
• Health Insurance
• Annual bonus
• Working hours: from 9am to 6pm, Monday to Friday
• E-learning and certifications paths

Apt Resources is currently seeking a talented and experienced Manager Customer Experience Design - Digital to join the team of one of their esteemed clients in the airline industry in the GCC region. As the Senior Manager of Customer Experience Design - Digital, you will lead and manage the Customer Experience Design-Digital team. Your responsibilities include designing, implementing, and optimizing the digital experience for customers across various touchpoints. You will identify opportunities and manage the development of digital solutions throughout the customer journey roadmap. Additionally, you will research and implement digital products and services that align with the brand values, providing a more personalized and integrated digital customer journey. You will oversee the entire lifecycle of innovation strategy from concept to development and integration into everyday business operations. By leveraging innovative thinking and market analysis, you will ensure that every application feature delivery surpasses competitors.

Responsibilities:

Operational:

• Develop and direct research-based design efforts aimed at continuous improvement of current products and services, generating new experience concepts across all areas of the customer journey. Convey these concepts to the IT & Digital team as technical specifications, design, and business/scope requirements.
• Assess and optimize the performance of new and existing features through active user research and performance metrics, including competitor analysis and design workshops.
• Manage a project-centric core team, including product/project specialists, providing leadership, guidance, and support to ensure high-quality application delivery that meets business requirements.
• Ensure consistency and quality of standards and processes across the team throughout the software development lifecycle.
• Collaborate with other managers from various business departments to effectively manage cross-project dependencies, identifying risks, issues, and technical challenges.
• Build and maintain relationships with internal and external IT, UX/UI designers to ensure timely delivery of product enhancements and stakeholder satisfaction.
• Collaborate with the IT & Digital team on the overall digital product roadmap, priorities, objectives, and expected impact of new features, documenting and prioritizing digital product features and user feedback.
• Implement continuous improvement plans to maintain a commitment to enhancing the digital customer experience.
• Work with the Head of Department to define the strategic direction for digital customer experience projects, recommending and discussing innovations and tactics to promote business revenue and product portfolio, including e-commerce packages and other value-added components.
• Stay informed about customer profiles, market trends, and operational changes to drive service improvement through collaboration with BI and other stakeholders.
• Develop budget proposals for digital customer experience projects to present to the Head of Department.

• Minimum of 8 years of job-related experience.
• Bachelor's Degree or equivalent.
• Proven experience in managing enterprise-level projects.
• Previous experience managing and implementing major projects across airline digital customer touchpoints.
• Extensive knowledge of software development methodologies, tools, frameworks, and technologies.
• Qualification in Computer Science, Information Technology, or related field.
• Practical knowledge of project management tools.

Preferred:

• Proven experience in software development and management, with experience in managing software development teams.
• A flair for innovation.
• Ability to create impactful presentations.

TBD

Apt Resources is currently seeking a highly skilled and experienced Senior Manager Customer Experience Design to join the team of one of their esteemed clients in the airlines industry in the GCC region. As a Senior Manager of Customer Experience Design, you will play a crucial role in transforming the airline’s vision into actionable product and service concepts for both onboard and ground/lounge areas. Your work will involve researching and creating products and services that embody the airline's brand values, providing a more personalized and integrated customer journey. Additionally, you will implement continuous improvement plans to ensure an ongoing commitment to enhancing the customer experience.

Responsibilities

Strategic:

• Translate the brand vision into service concepts, developing signature service initiatives to maintain the airline's position as a leading global aviation brand.
• Lead research-based design efforts aimed at continuous improvement of current products and services, while generating new experience concepts across all customer journey touchpoints, including ground, lounges, and onboard.
• Champion excellence in customer experience across all product and service offerings.
• Work with operations teams to establish engagement standards that maintain the experience proposition while adapting to different standards for operational efficiency.
• Define and develop customer-facing products for each cabin class, ensuring service concepts and standards align with guest demographics and profiles.
• Use business intelligence and other stakeholder input to stay informed about customer profiles, market trends, and operational changes to drive service improvements.
• Contribute to the development of the airline's digital experience across the customer journey, ensuring a cohesive and impactful user experience that delivers commercial benefits.
• Act as the custodian for the end-to-end customer journey.

Operational:

• Translate new service concepts into operational processes, considering factors such as aircraft type and lounge environments.
• Develop and lead the implementation of service standards, procedures, and processes.
• Foster collaboration between operational departments to ensure aligned service standards are consistently delivered.
• Plan and implement medium to long-term service initiatives, ensuring all operational teams are aligned and customer satisfaction is monitored for brand impact.
• Oversee cabin crew complement, market trends, F&B, hotel trends, and airline benchmarking to achieve best-in-class status.
• Create information for customer service teams to understand and embrace the airline's product and service concepts, enhancing their ability to promote these offerings.
• Analyze CRM data to scientifically and intuitively meet customer expectations.
• Set and implement KPIs to drive continuous improvement through methods such as mystery shopping and customer feedback.
• Ensure products and services align with brand values and maintain high standards.
• Nurture a customer-centric design team, fostering design-led thinking through brainstorming sessions, design reviews, and workshops.
• Ensure synergies between inflight and ground services by managing relevant stakeholders and resolving challenges.
• Translate product and service strategy into development, creating design briefs and project plans for internal and external use.
• Anticipate development requirements and inform relevant business areas to ensure timely delivery.
• Champion commercial and fiscal responsibility in decision-making processes.
• Develop brand partnerships to offer bespoke experiences for customers.
• Identify cost management opportunities through continuous monitoring of products and services.
• Document projects consistently as a key management tool, providing status updates to management and other stakeholders, and highlighting any associated risks.

• Minimum Bachelor’s Degree or equivalent.
• Over 10 years of experience in translating brand vision into tangible and implementable product and service concepts at a major international airline.
• Proven experience in Customer Experience Design at a major international airline.
• Advanced understanding of hospitality processes, procedures, and standards.
• Advanced understanding of F&B and onboard services.
• Experience developing inspirational, elegant, and successful products for airlines, hotels, or other hospitality companies.
• Advanced understanding of customer experience and customer journeys.
• Excellent ability to communicate and translate vision into concepts and contexts.

TBD

Vita Green is a leading health products company in Hong Kong with global presence. We aim to promote health by producing modern herbal remedies manufactured to the highest western pharmaceutical standards as well as importing quality vitamin and health supplements from USA. 

VITA GREEN PHARMACEUTICAL (HK) LTD. which has been certified with the GMP award by the authorities (Good Manufacturing Practice) is a subsidiary of Vita Green Health Products Co., Ltd.  We are now looking for enthusiastic, committed and qualified incumbents to be one of our team members.  A high value of integrity is a crucial asset to build a bright future with the Vita Green family. 

Research Scientist 

Opportunities 

You will be involved in the planning and execution of pharmaceutical development programs for innovative products for the company, and working with a team of professionals to develop platform technology for the company. You will also acquire understanding of the scientific knowledge and technical know-how required for pharmaceutical advanced formulation technology. You will build up strength in the competitive environment of local and global pharmaceutical industries. 

Job Duties: 

• Research based position to participate in company’s innovative oral care projects. 
• Develop innovative formulation technology know-how of the company. 
• Perform formulation physical characterization and biological evaluation of prototypes. Manage user trial of selected prototype. 
• Perform scientific literature search to support marketing activities. 
• Manage experimental data, compile reports and prepare presentation. 
• Manage contract research projects with local Universities. 
• Other duties as assigned by supervisor. 

• Candidates with less experiences will be considered as Research Associate. 

Job Requirements:  

• PhD or Master’s degree or above in Dental Materials Science, Chemistry, Chemical Engineering or equivalent discipline. 
• Hand-on experiences in oral care formulations are required. 
• Research experiences in formulation of nano-materials and bacterial assay are highly preferred. 
• Possess a can-do attitude, eager to learn new skills, positive mind-set, team spirit and strong problem solving skills. 

Benefits

• A stimulating career opportunity with the market leader
• Be a part of a growing team.
• Work comfortably and confidently in our fun and welcoming environment with a casual attire
• Convenient free shuttles from multiple locations.
• Fast track your career with our performance-based growth opportunities
• Performance-based bonuses offered at our discretion
• Comprehensive medical coverage available from day one under our company's medical insurance
• Competitive salary depending on experience

#LI-ROMSENIS

Our client a Information Technology company is looking to hire Workplace Support Manager

Job Responsibilities:

• Act as the dedicated single point of contact on Workplace Support services;
•  Monitor and ensure timeliness, quality, and overall effectiveness on service performance on Service Desk and Workplace Support services;
• Review special Service Request that warrant special attention or require further follow-up, if any;
• Review and allocate manpower/ resources at field level;
• Provide analysis on service efficiency and effectiveness and recommends areas for improvement;
•  Organize regular meeting for services performance review;
• Formulate the due diligence, transition, implementation and risk mitigation plan;
• Formulate and continuously improve escalation procedure to facilitate complex problem resolution;
• Coordinate service support resources when specific skills are needed;
• Deliver on demand incident reports, monthly SLRs report, incident performance trend analysis reports and fault pattern analysis reports as well as conduct weekly review meeting and monthly service review meetings with the Employer; 
• Ensure premium services quality and immediate problem resolution; and
• Manage ongoing operations and support issue.
  
  

• Bachelor degree of a relevant discipline and at least 10 years of IT working experience, with at least 5 years in workplace support operations and minimum 3 years in a supervisory or managerial role
•  ITIL certified
• Proven experience in infrastructure technology management
• Proficiencies in project management and technical knowledge
• A continuous learner that stays abreast with industry knowledge and technology
• An advanced degree in a relevant field is a plus
• Relevant certifications, such as CCNP, AWS Certified Cloud Practitioner, or CompTIA Project+, are a plus

The Head of Service Excellence is responsible for the assessment, transformation, plan development and transformation plan execution for AGS’ Asia-Pacific customers.

This role is responsible for driving strategic and transformational initiatives related to customer and AGS objectives. This role will partner with program leaders and regional leadership to understand customer goals, create plans to achieve those goals and lead them through implementation to operation. This position includes managing stakeholder relationships, AGS resources, and project workstreams.

• Actively listen and extract customer needs and opportunities using Command of the Message methodology.
• Offer customers alternative solutions, drawing on AGS’s capabilities and marketplace knowledge.
• Build strong and effective working relationship with leadership and partners both internally and across customers to build efficiencies, enhance service offerings and ensure operational excellence.
• Partner with client and internal AGS partners to develop appropriate material for business reviews.
• Partner in successful implementation of client initiatives (examples: diverse talent, technology transformations, process re-design, policy changes, new expansions).
• Coordinate leadership and client involvement for problem resolution and critical decision making.
• Collaboratively create transformation plan (account plan/roadmap).
• Develop and implement approach to ‘continuous improvement’ and innovation throughout new and existing AGS programs.
• Identify opportunities for driving strategic enhancements to operating or resourcing model based on continuous improvement activity or opportunities.
• Ownership of the initiatives tied to customer goal achievement.
• Mentor account leaders in operational improvements.
• Hold accountable all project team members to their project deliverables, conducting follow-up and issue resolution to ensure project deliverables are met.
• Identifies project risk and issue areas, and escalates within AGS, partner ecosystem and client escalation channels as appropriate.
• Participate in driving, monitoring and designing solutions from implementation through to BAU for large scale AGS programs to ensure quality service delivery.
• Work with Development and Operations leaders to drive and constantly refresh an appropriate technical and consultative training strategy to maximize capabilities and ensure quality of delivery.
• Work with programs and business development to develop proof points and seek to make this a part of core operational delivery across region.

What you will do

The Service team delivers innovative maintenance and service solutions to a wide customer base across all industry segments for HVAC systems. You will be part of a growing team leading engineers and technicians to maintain and support customer’s facilities.

How you will do it

• Supervise a team to provide support in maintenance, retrofit work, testing and commissioning, installation, service and maintenance works, including hardware, software and trouble-shooting projects
• Ensure quality of work to the satisfaction of customer and meet the agreed statement and quality standard
• Coordinate all the site works including those performed by subcontractors to ensure compliance with requirement
• Prepare maintenance and retrofit proposal and tender
• Maintain good relationship with customers

What we look for

Required

• Higher Diploma or Degree in Building Service / Electrical / Mechanical Engineering or equivalent
• 5 to 7 years’ relevant work experience in Chiller / HVAC

#LI-AA1

Date Posted:

Country:

Location:

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms

The Role:

Ever since, we have expanded rapidly across the APAC region in Hong Kong, Macau, China, Singapore, Thailand, Cambodia, India, and South Korea and continue to have very ambitious growth plans in new markets for 2023 and beyond.

The Customer Supply Chain Manager will work hand-in-hand with internal sales and in-store teams as well as E-commerce partners, driving our operational execution and supply chain service levels. Building up the processes required for best in class operational efficiency, ensuring we have the right stock at the right time and we are exceeding our customers’ expectations in terms of accuracy and speed.

We are looking for someone who is an excellent communicator and relationship builder, who is willing to roll up their sleeves and get stuck into operational detail but can also identify and address long-term challenges in a fast-growing business.

Role Accountabilities:

• Communicate Supply Chain updates in a pro-active, informative, and collaborative manner to manage expectations for new stores, new products, marketing activity, operational delays, out of stocks, etc.
• Manage daily operational concerns and priorities at APAC Warehouses, working collaboratively to fix underlying issues and ensuring SLAs are met
• Manage B2C flows, ensuring all orders are flowing correctly through our systems and being dispatched and delivered to our customers on time and in full.
• Validate daily replenishment stock orders to our stores, ensuring great on-shelf availability through optimised inventory controls and 3PL on-time performance.
• Provide first line support for all retail operations queries including POS expertise, facilities/maintenance issues, stationery and hygiene product orders.
• Provide support to Regional Supply Chain lead and the sales team on the performance of the day-to-day operations and operational concerns.
• Understand operational weaknesses and highlight/implement solutions to improve customer service and delivery efficiencies.
• Validate the order request and manage the order fulfilment for Retailers.  
• Prepare CSC service performance dashboard, New Product Launch run-rate, ad-hoc reports and presentations on request.
• Review and setup process flow, and support the system implementation if needed.

Reporting Relationships:

• Reporting into the Regional Supply Chain lead
• Supporting the regional sales functions as the first of point of contact on order management queries.

Key Selection Criteria:

• A strong educational background
• At least 4+ years of experience in supply chain management role including order management.
• Experience working with logistics providers and able to demonstrate experience in driving operational performance improvement.
• Able to demonstrate real examples of taking ownership of projects/improvements right through to the end result.
• Showing outstanding attention to detail, identifying, and addressing anomalies quickly
• Understanding and commercial awareness of the total supply chain including supply and demand planning.
• Experience with an ERP, WMS and POS system is a must, someone IT savvy who is able to bring experience of improved information sharing.
• Strong Team player, an entrepreneurial flair, real commerciality, great relationship building abilities and improving customer relationships.

The company and our mission:

BridgeU was founded with the belief that talent is equally distributed across the globe, but opportunity is not. We take pride in helping students discover and explore the best pathways available - wherever those opportunities may be. We help universities to discover and engage the schools and students that will contribute to their vibrant, diverse and successful programs and courses. We believe BridgeU has never been more critical to help students, schools and universities discover new opportunities globally and connect at a distance.

Today, BridgeU is the market-leading provider of university and career guidance software to international and globally-minded secondary schools. BridgeU is proud to work with secondary schools in over 300 cities across 140 countries. And, we partner with a growing number of leading universities, currently in 7 countries, to connect recruitment and admissions teams to the largest community of international schools available on one platform. Uniquely, BridgeU combines the culture and pace of a start-up with the support and stability of being part of Kaplan, part of one of the world’s largest and most diverse education providers.

Who you’ll be working with:

Our teammates are talented individuals who come from a variety of backgrounds. We’re committed to building an inclusive culture based on trust and kindness, which creates a work environment that helps enrich the product and support we provide to our customers.

We are remote-first but we do have offices in London and Hong Kong for those who wish to use them, as well as fully remote employees across 10 different countries. We also aim for team members to travel between our offices to have face-to-face time with one another to bond, work together and have fun.

As a Customer Success Manager at BridgeU, you will be a key player in ensuring the success and satisfaction of our school counsellor clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 120 schools. You will play a critical role in driving the voice of the customer, managing renewals, and fostering collaborative relationships with internal teams.

Responsibilities

School Counselor Impact:

• Work closely with school counsellors to understand their unique goals and challenges.
• Develop strategies to drive impact and ensure the effective utilisation of BridgeU's platform.

Caseload Management:

• Manage a caseload of 120 schools, providing proactive support and ensuring overall satisfaction.
• Build and maintain strong, long-lasting relationships with key stakeholders within client organisations.

Voice of the Customer:

• Act as the primary advocate for school counsellors within the organisation.
• Capture and document customer feedback, feature requests, and other insights to drive continuous improvement.

Renewals Process:

• Manage the renewal process for assigned schools, ensuring a smooth and positive experience.
• Collaborate with the sales team to identify upsell opportunities based on customer needs.

Retention Rates:

• Develop and implement strategies to maximise customer retention rates.
• Proactively address and resolve issues to mitigate the risk of customer churn.

Client Meetings and Record Keeping:

• Conduct regular client meetings in accordance with the Customer Success framework.
• Record all client interactions, feedback, and action items via Catalyst, our internal CRM system.

Qualifications:

• 1 year of experience in customer success or account management, preferably within the edtech sector.
• Proven track record of managing client relationships and driving customer satisfaction.
• Excellent communication, presentation, and negotiation skills.
• Strong organisational and time-management abilities.
• Familiarity with Catalyst or similar customer management tools is a plus.

What we’ll provide:

35k- 45k HKD per month

25 days annual leave per year plus bank holidays

Employer’s pension scheme

Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance

Company-funded social events

Investment in your professional development and opportunities for career progression

A comfortable and covid-secure office in Hong Kong

A range of attractive benefits and corporate discounts

Access to confidential counselling as well as financial and legal advice from our Employee Assistance Programme

An open and democratic work culture where everyone can contribute, learn and teach

Company-paid subscription to Calm

Personal development: the company can fund books, courses and conferences that can help you learn and grow.

Equal Opportunities

We are a global team with a global mindset, cherishing and protecting diversity as one of our core values. We are always looking to diversify the talent in our team.

Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, belief, marriage or civil partnership. If you feel you don’t quite meet all the criteria in the job spec but have the potential to do the role, we’d still love to hear from you.