Assistant Manager, Customer Service (Order Management)

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, the likes of Albion, Aveda, Bvlgari, Calvin Klein, Creed, Diptyque, Hermes, La Prairie, Maison Francis Kurkdjian, Montblanc, Rabanne, Ferragamo, and SK-II. 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?

Overall Role Purpose:

The Assistant Manager, Customer Care plays a key role in supporting customer care operations across multiple markets, ensuring efficient order management, high service standards, and seamless customer experience. Working closely with the Customer Care Manager, this role helps coordinate daily operations, supports team development, and contributes to continuous improvement initiatives.

A key aspect of the role is supporting the Customer Care function in the SAP S/4HANA implementation by assisting in testing activities, and helping drive successful adoption of new processes and tools. This role will work cross-functionally to enhance service processes and support continuous improvement, while building a high-performing team that can scale with the business.

Key Roles & Responsibilities:

1. Customer Care Team

• Support the day-to-day management of Customer Care teams across multiple markets to ensure efficient and effective service delivery.
• Provide guidance and coaching to team members on order management, returns processing, and customer issue resolution
• Monitor team performance against established service KPIs, including order accuracy, response times, and returns/dispute management.
• Assist in identifying training needs and support the development of team capabilities.
• Handle escalated customer issues and work with relevant stakeholders to achieve timely resolution.

2. SAP S/4HANA Implementation Support

• Support the Customer Care workstream during the SAP S/4HANA implementation by representing operational requirements and providing subject matter expertise.
• Assist in project delivery including requirements gathering, testing (UAT), data migration validation, training, and go-live support.
• Work closely with the Customer Care Manager to support project team, IT, and business stakeholders to align systems with service workflows and customer experience objectives.
• Support change management initiatives and help drive user adoption across the customer care team.

3. Operational Excellence & Stakeholder Management

• Support analysis of service and order management data to identify trends and improvement opportunities.
• Work closely with Sales, Supply Chain, Logistics, Finance, and other functions to resolve operational issues and improve customer outcomes.
• Contribute to initiatives aimed at improving customer satisfaction, operational efficiency, and service quality.

Key Qualifications & Requirements:

• Bachelor’s Degree in Business Administration, Operations, Supply Chain, or related field.
• At least 3-4 years of relevant experience, with people management experience in customer service or order-to-cash operations.
• Assisted in transformation activities or ERP system upgrades particularly with SAP
• Strong knowledge of order management processes, customer account management, and returns handling.
• Excellent communication, people and stakeholder management skills.

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 . 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 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.