We are hiring for this role on behalf of our client in the EV automotive industry

Customer Service Manager

Location: Ho Chi Minh City, Vietnam

Workplace Type: Onsite

About Our Client

Our client is a joint venture dedicated to accelerating Vietnam’s energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.

Role Overview

The Product Manager will own The company’s local product proposition in Vietnam: the electric two-wheeler (E2W) line-up and variants, colours, specifications and accessories, the battery-swap plans and price architecture, and the offers that take them to market.

The role is the link between the Regional Product team and The company’s Marketing, Sales, Customer Service, Network and Finance teams. It turns evidence from the pilot, the market, competitors and riders into clear recommendations on what to sell, at what price, with which swap plan and offer, and then checks whether it is working. It also keeps every statement The company makes about the product accurate, and makes sure the people who sell, service and support the product know it well.

This is not only a pricing-analyst or specification-management position. The role combines commercial judgement, rigorous analysis and the ability to influence without authority across several internal teams and an overseas product owner. It is an individual-contributor role at launch. During the launch period, expect to be hands-on: building the first price, plan and offer models, training the first dealer, workshop and customer-service teams, and resolving product questions as the first riders go live.

1 - Product Line-up and Localisation

• Work with the Regional Product team to recommend the vehicle line-up and variants for Vietnam, based on rider needs, usage patterns, competitor offers and The company’s commercial targets.
• Translate local insight from research, pilot data, Voice of Customer, dealers and workshops into clear, prioritised product requirements and recommendations.
• Own colour, specification and accessory localisation: recommend what to adapt for Vietnam, with the business case, cost, lead time and any regulatory or certification implications.
• Maintain a single source of truth for line-up, specifications, accessories and availability, so that Marketing, Sales, dealers and Customer Service always use the current version.
• Track product-readiness items against launch gates with Regional Product, Sales, Network and Legal, and flag risks to the Marketing Director early.

2 - Swap Plan, Pricing and Price Architecture

• Build and maintain the price and plan architecture: vehicle price, battery-swap plans and how they fit together for the rider, with clear logic for why each price and plan exists.
• Build business cases and models with Finance: unit economics, margin, sensitivity, and the rider’s total cost of ownership compared with an internal-combustion motorbike.
• Run competitive product and price benchmarking: set the method and cadence, track competitor prices, plans and promotions, and recommend a response when a competitor move breaks The company’s plan logic.
• Prepare pricing and plan recommendations for approval by the Marketing Director and CEO.
• Assess partner requests to change price or plan terms, and escalate with a recommendation.

3 - Offer and Promotion Architecture

• Design the local offer architecture, offer rules, eligibility and terms: sales incentives, rebates, launch promotions and commission structure.
• Build the legal notification lead time for promotions into every offer plan, working with Legal and the Channel team.
• Measure offer performance, including conversion, cost per order and incremental effect, and recommend whether to continue, adjust or stop each offer.
• Own the Commission & Rebate procedure and keep it current as The company scales.

4 - Product Claims and Certification

• Own the product claims register: every claim about range, battery, swap time, safety, performance and savings is recorded with its evidence and certification status before it is used externally.
• Track certification and test-evidence status with Regional Product and the relevant authorities, and update the register when products, software or conditions change.
• Review marketing, sales and customer-service materials for specification accuracy.
• Maintain an approved product fact base that Marketing, Sales, dealers, workshops and the customer-service vendor all draw from.

5 - Product Training and Enablement

• Develop and deliver product training for the internal team, dealers, workshops and the outsourced customer-service agents, covering line-up, specifications, swap plans, pricing, offers and approved claims.
• Build and maintain training materials, product fact sheets, comparison guides and FAQs, working with Marketing on design and with Customer Service on the questions riders actually ask.
• Refresh training and materials whenever a product, plan, price or offer changes, and confirm that trainees have understood through simple assessments.
• Collect frontline questions and objections from dealers, workshops, and use them to improve materials and product recommendations.

6 - Proposition Performance and Customer Insight

• Track how the proposition performs: which variants, plans and offers sell, which riders swap regularly and which leave, using pilot, sales, swap, funnel and Voice-of-Customer data.
• Work with the Customer Service Manager to turn the top contact drivers that relate to product, plan or price into fix requests to Regional Product and internal teams, and track them to closure.
• Work with Marketing so that positioning, messaging and the product proposition stay aligned, and contribute product findings to pilot and launch reviews.
• Prepare regular proposition performance reviews and inputs to quarterly business reviews for the Marketing Director and CEO, with clear recommendations.

7 - Cross-functional Coordination and Governance

• Act as the day-to-day contact for Regional Product team, working across time zones and turning requests from The company into clear, evidence-based briefs.
• Align Sales, Network, After-Sales, Finance, Legal and Digital/IT on product-related decisions, dependencies and timelines.
• Prepare short decision papers for the Marketing Director and CEO that set out options, trade-offs and numbers, and record decisions in the decision log.
• Other tasks assigned by the Marketing Director.

Qualification

• Bachelor’s degree in Business Administration, Engineering, Economics, Finance, Marketing or a related field.
• At least 5 years of experience in product planning, product management, pricing or product marketing, including experience in automotive, motorcycles, electric vehicles, mobility or subscription businesses.
• Strong business acumen and analytical skills: able to build and explain pricing, unit-economics and total-cost-of-ownership models, and to turn data into clear recommendations.
• Experience working with an overseas or global product team or head office, and comfortable challenging and aligning with it constructively.
• Experience in competitive benchmarking, offer or promotion design, and measuring the commercial results of price and offer decisions.
• Familiarity with product claims, certification or regulatory requirements for vehicles or promotions in Vietnam is preferred.
• Strong written and spoken Vietnamese; fluent working English for daily coordination with overseas stakeholders and for documentation.
• Strong written and presentation skills, with the ability to influence without authority across teams.
• Comfortable working in a start-up or launch-stage environment where processes are still being developed.
• Behaviours we value: high agency, resilience, growth mindset, ownership.

Line Manager: Marketing Director

Hours per Day: 8

Hours per Week: 40