Job Description

LUXASIA is the leading and largest beauty omnichannel brand-builder of Asia Pacific. Since 1986, it has successfully enabled market entry and brand growth for more than 100 luxury beauty brands, like Albion, Aveda, Bvlgari, Calvin Klein, Creed, Diptyque, Hermes, La Prairie, Maison Francis Kurkdjian, Montblanc, Rabanne, Ferragamo, SK-II, and growing luxury lifestyle brands, like Dyson, Shark Ninja, Victorinox and Stokke. LUXASIA has established Joint Ventures with the likes of LVMH Group, Revlon (for Elizabeth Arden), Puig, Shiseido, and Orveon (for Laura Mercier). The Group's integrated brand-building capabilities include luxury retail, online commerce, consumer marketing & analytics, and supply chain management. LUXASIA is powered by a diverse and dynamic #OneTeam of 2700 talents across a growing footprint of 15 markets.

Why Join Us?

At LUXASIA, we believe there is beauty within every talent – that is you.

We grow you by building your competencies and unleashing your potential. We have curated a vast portfolio of over 100 luxury brands across Asia Pacific and growing. Your work will enrich the lives of millions of consumers across the region. With us, you get to be an entrepreneur, running the business like it is your very own. We give you autonomy but not without guidance and genuine care. We are a diverse and inclusive team that is courageously innovative. Together as #OneTeam, we celebrate differences, embrace change, explore new ideas, take risks, fail fast, and drive results. While challenges at work are inevitable, the journey promises to be fulfilling.

With LUXASIA, an exciting career filled with robust professional growth awaits you. Isn’t that beautiful?

Position Purpose

The Customer Service Manager is responsible for leading and developing the brand's customer service operations to deliver an exceptional end-to-end customer experience. The role oversees all customer service channels, including contact centre operations, customer enquiries, complaints resolution, after-sales support, and service recovery initiatives.

Responsibilities

1. Customer Service Operations

• Manage day-to-day customer service operations across all customer touchpoints, including phone, email, live chat, social media, and other support channels.
• Ensure customer enquiries and cases are resolved efficiently while meeting agreed service levels and quality standards.
• Develop and implement customer service processes, policies, and best practices to improve operational efficiency and customer satisfaction.
• Monitor workload distribution, service levels, and team productivity to ensure optimal resource utilisation.

2. Customer Experience & Service Excellence

• Drive customer-centric initiatives to enhance overall customer satisfaction and loyalty.
• Establish service standards and ensure consistent delivery of premium customer experiences across all channels.
• Manage customer complaints, escalations, and service recovery cases with professionalism and urgency.
• Analyse customer feedback and identify opportunities to improve products, services, and customer journeys.

3. Team Leadership & Development

• Lead, coach, and develop the customer service team to achieve performance and service excellence goals.
• Conduct regular performance reviews, coaching sessions, and training needs assessments.
• Foster a positive, collaborative, and customer-focused team culture.
• Support recruitment, onboarding, and succession planning for the customer service function.

4. Performance Monitoring & Reporting

• Monitor key performance indicators (KPIs) including customer satisfaction (CSAT), response times, resolution rates, quality scores, and productivity metrics.
• Prepare and present regular operational reports and customer insights to management.
• Identify trends, recurring issues, and improvement opportunities through data analysis.
• Develop action plans to address service gaps and improve performance outcomes.

5. Stakeholder & Cross-Functional Collaboration

• Work closely with Retail, Service Centres, Logistics, Commercial, Marketing, and Technical Support teams to ensure seamless customer experiences.
• Act as the primary escalation point for complex customer issues requiring cross-functional support.
• Collaborate with regional teams to implement customer service initiatives and best practices.
• Support product launches and business initiatives by ensuring customer service readiness.

6. Process Improvement & Quality Management

• Continuously review and improve customer service processes to enhance efficiency and service quality.
• Ensure adherence to company policies, procedures, and compliance requirements.
• Implement quality assurance programmes and monitor customer interactions to maintain service standards.
• Drive digitalisation and automation initiatives to improve customer experience and operational effectiveness.

Requirements

• Bachelor's Degree in Business Administration, Customer Service Management, Communications, or a related field.
• Minimum 5–8 years of experience in customer service, contact centre operations, customer experience, or service management.
• At least 2–3 years of people management experience leading customer service teams.
• Experience within the luxury, lifestyle brands, electronics, premium consumer brand, and retail industry is preferred.

Do you have what it takes to succeed in a fast-paced and intense environment? Do you thrive on challenges? Do you want to bring innovative ideas to life? Are you keen to abandon the status quo, try new things, embrace failures as lessons, recover fast, yet always pursue excellence?

If so, you are the one we are looking for. JOIN US and let’s grow together.

Championing Diversity, Equity and Inclusion

LUXASIA aspires to build a One Team of talents that reflects the diversity of the communities in our operating markets. LUXASIA is committed to providing equal employment opportunities to all individuals, regardless of their race, colour, religion, gender, sexual orientation, age, disability, nationality or ethnic origin, cultural background, social group, marital status, or any other characteristics as provided by law.

To explore other careers opportunities, visit our careers page @ https://www.luxasia.com/careers/

If you have a question for us, please drop us an email here.

We regret to inform you that only shortlisted candidates will be contacted. Thank you.

Recruitment Privacy Notice

By proceeding with your application, you confirm that you have read LUXASIA's recruitment privacy notice [ https://www.luxasia.com/recruitment-privacy-notice/] and consent to the LUXASIA group collecting, processing and disclosing your personal data for purposes specified in the notice.

Note to Staffing Agencies

Please DO NOT contact LUXASIA’s employees or Talent & Excitement (T&E) team in an attempt to present candidates for our roles. LUXASIA has our own panel of appointed agencies that we work with. Any agency who is interested to work with us must obtain prior written approval from LUXASIA’s T&E team before you submit candidates’ resumes, and then only in conjunction with a valid fully executed contract for service and in response to a specific job opening. LUXASIA will not pay a fee to any Agency that does not have such agreement in place. Thank you for your understanding.