The Company
Olaben is a fast-growing premium activewear and wellness brand empowering people to live mindfully and perform at their best. Alongside Olaben Activewear, we operate Olaben Nutrition, offering healthy food and snack products tailored for the Vietnamese market.
We are execution-driven. We value ownership, grit, and continuous improvement. We believe ambitious goals are achievable with discipline, systems, and the right mindset.
Role Overview
The Online Sales & Customer Service Manager / Team Leader is responsible for owning outcomes, not just managing tasks. This role suits someone who is self-motivated, ambitious, goal-oriented, and believes that strong results are built through focus, structure, and relentless improvement.
You will lead by examplesetting high standards, pushing performance, and continuously raising the bar across online sales and customer service operations for Olaben Activewear and Olaben Nutrition.
This is a hands-on leadership role for someone who takes initiative, thrives on responsibility, and believes that almost anything can be achieved with the right execution.
Key Responsibilities
Online Sales Team Management (Execution & Performance)
- Take full ownership of daily performance of the online sales team (approx. 610 sales associates) across all digital channels.
- Break down ambitious monthly revenue targets into clear daily goals and individual KPIs, and actively drive the team to achieve them.
- Monitor performance throughout the day and proactively step in to course-correct, motivate, and remove blockers.
- Lead regular 1-on-1 coaching sessions focused on performance improvement, skill development, and personal growth.
- Set clear expectations, hold people accountable, and reward strong execution and improvement.
- Build a high-performance culture where goals matter, effort is visible, and results are non-negotiable.
Customer Service Management & Experience Quality
- Manage 12 dedicated Customer Service staff, setting clear service goals and quality standards.
- Own the end-to-end customer experience across Facebook, Zalo, WhatsApp, website chat, offline touchpoints, and post-purchase support.
- Drive a mindset of every interaction matters, ensuring customers feel heard, supported, and valued.
- Track and improve CSAT, response time, resolution quality, and customer retention, not just volume handled.
- Take ownership of escalations and difficult cases, seeing them as opportunities to improve trust and loyalty.
- Continuously push the team to raise service standards, not settle for good enough.
Sales Strategy Execution & Revenue Growth
- Execute monthly and quarterly sales plans with urgency, discipline, and accountability.
- Work closely with Commercial and Marketing teams to aggressively support product launches, promotions, and sales pushes.
- Use data and customer insights to identify growth opportunities and remove friction in the sales journey.
- Drive continuous improvement in conversion rate (CR), follow-up quality, and revenue per customer.
- Balance short-term targets with long-term customer relationships and brand trust.
Process Optimization, CRM & Automation
- Constantly challenge existing processes and ask: How can this be done better, faster, or smarter
- Improve and standardize SOPs, scripts, workflows, and response guidelines.
- Lead or support initiatives to implement automation, CRM flows, tagging logic, and system improvements.
- Build scalable systems that enable the team to perform at a high level, even as volume grows.
- Take ownership of executionensuring improvements are actually implemented, not just discussed.
Reporting, Data & Ownership Mentality
- Track daily, weekly, and monthly performance across revenue, service quality, and team KPIs.
- Use data to drive action, not just reportingidentifying issues early and fixing them fast.
- Communicate clearly with leadership about progress, risks, and opportunities.
- Maintain high standards of data accuracy, CRM hygiene, and operational discipline.
- Think like an owner: take responsibility for results, learn from misses, and keep pushing forward.
Who We are looking for:
- Highly self-motivated, ambitious, and goal-oriented, with a strong belief that challenging targets can be achieved through discipline and effort.
- 5+ years experience in online sales, customer service, or team leadership (e-commerce, retail, or fast-paced environments).
- Proven ability to drive performance, motivate teams, and consistently hit or exceed targets.
- Strong ownership mindsetdoes not wait to be told what to do, sees problems and solves them.
- Structured, analytical, and comfortable working with CRM systems, chat platforms, Excel, and dashboards.
- Confident communicator and coach who can give clear, direct feedback.
- Fluent or highly proficient in English (spoken and written).
What we offer:
- Competitive monthly salary + commission and performance bonuses
- Real ownership and decision-making responsibility
- Clear growth path in a fast-growing wellness business
- Staff discounts on all Olaben products
- Free yoga classes at Olaben Studio
- High-energy, performance-driven team environment
Working place:
- Address: 6 - 8 Giang Van Minh, An Phu, District 2, HCMC
- Working hours: 8h00 - 17h00, Monday - Saturday
- Email: [Confidential Information] (HRM)
- Phone: 0988.980.517
