Manager, Head of CS Customer Care

Position Summary

Lead and manage Samsung Thailand's Customer Care organization, including Contact Center Operations, Voice of Customer (VOC), Digital Customer Engagement, Customer Experience Improvement, and BPO Governance.
Drive customer-centric initiatives, service innovation, operational excellence, and digital transformation to enhance customer satisfaction, improve service efficiency, and strengthen Samsung's brand experience across all Contact Center touchpoints.

Role and Responsibilities

• Lead overall Customer Care operation, including Contact Center, Digital Support Channels, and VOC management.

• Manage BPO partners to ensure service delivery, SLA achievement, quality standards, and operational compliance.

• Drive customer experience strategy and continuous improvement initiatives.

• Oversee customer complaint handling, escalation management, and executive customer cases.

• Manage VOC analytics and customer insights to identify improvement opportunities and business risks.

• Lead digital transformation initiatives, including AI-powered customer support, chatbot, self-service.

• Collaborate with HQ, Regional HQ, and cross-functional teams.

• Establish governance frameworks, policies, and operational standards for customer care functions.

• Monitor and improve key performance indicators including NPS, FCR, SLA, AHT, and VOC metrics.

• Drive customer journey improvement projects across online and offline service touchpoints.

• Manage customer communication channels, including voice, chat, email, social media, and digital engagement platforms.

• Develop organizational capabilities and workforce planning within the Customer Care function.

• Support crisis management, product quality issues, and customer risk mitigation activities.

Skills and Qualifications

• Bachelor's or Master's degree in Business Administration, Marketing, Customer Experience, Operations Management, or related fields.

• Minimum 8–10 years of experience in Customer Service, Contact Center Operations, Customer Experience, or VOC Management.

• Strong leadership experience managing large-scale customer care operations and BPO partners.

• Proven experience in customer experience transformation and digital service initiatives.

• Strong analytical and problem-solving skills with the ability to leverage customer insights for business improvements.

• Experience in VOC management, complaint handling, and executive customer escalations.

• Knowledge of AI, digital customer engagement, CRM, and customer service technologies.

• Strong stakeholder management and cross-functional collaboration skills.

• Excellent communication and presentation skills in both Thai and English.

• Experience in multinational organizations and regional collaboration is preferred.

• Customer-centric mindset with strong business acumen and operational excellence capability.

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