About Tierra Diamond: we have a strong believe that every story of love and happiness deserves to shine in its own way. Since 2016, weve been crafting bespoke diamond jewelry that inspires people to celebrate lifes most special moments. As a fast-growing premium jewelry brand in Vietnam with 14 stores across key cities of Vietnam, we are committed to exceptional craftsmanship, personalized service, and unforgettable customer experiences.
Role Overview: We are looking for a Customer Experience & Sales Support (CESS) Manager to lead the strategy and operations that shape how customers engage with Tierra Diamond. This role is key in ensuring seamless customer journeys, continuously improving loyalty programs, and supporting the Sales team with optimized processes, tools, and insights. You will report directly to the CEO and play a critical role in elevating both customer satisfaction and business performance.
Key Responsibilities:
- Lead and manage the Customer Experience & Sales Support department, including but not limited to manage team members, setting goals, KPIs, and performance standards.
- Design and optimize customer journey maps, identify touchpoints for improvement, and launch initiatives such as loyalty programs improvement, VIP services, and personalized experiences.
- Track and manage customer experience KPIs: NPS, CSAT, Customer Retention.
- Develop customer service standards and deliver training for front-line teams (Sales & Customer Care).
- Manage reporting, analytics, and sales data systems to ensure accuracy and timeliness.
- Review and update sales materials and tools for the Sales team.
- Propose and implement process improvements and automation solutions to boost efficiency.
Qualifications
- Minimum 3 years of experience in Customer Experience, Customer Service, or Sales Support.
- At least 3 years of experience managing cross-functional teams (CX + Sales Support).
- Strong knowledge of CX management, KPIs, CRM/ERP systems, and data analysis.
- Leadership skills with the ability to coach, inspire, and drive team performance.
- Strategic thinker with hands-on operational capability.
- Experience in luxury retail, jewelry, or hospitality is a strong plus.
- Personal qualities: integrity, customer-centric mindset, adaptability, and strong organizational skills.
What We Offer
- Competitive total income (negotiable).
- KPI bonus every 6 months and year-end bonus (13 months salary).
- Annual salary review in Q1.
- Training in luxury jewelry & diamond products knowledge, sales processes.
- Dynamic, professional, and supportive working environment.
- Internal activities: workshops, team sports, Happy Saturday, Coffee Talk, and more.
- Clear career path and promotion opportunities.
- Employee purchase policy with special staff discounts.
- Annual company trip, health check, and 24/7 health insurance (PVI).
- Participation in social, health, and unemployment insurance after probation.
Work Location & Schedule
- Location: 70 Truong Quyen, District 3, Ho Chi Minh City
- Hours: 9:00 18:00, Monday to Saturday (2 Saturdays off per month)
