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.