JOB DESCRIPTIONS

ROLES:Own Rolex client experience and customer service delivery end-to-end within DAFC’s independent Rolex organization. This role designs and runs key customer journeys (including post-sales), owns customer service & complaints operations, leads training and frontline enablement, and runs a structured governance/QA system (mystery shopper + audits) to protect Rolex standards and ensure consistent execution across boutiques.
• RESPONSIBILITIES:
  1. Customer Journey Design & Standardization (incl. Post-sales)
  • Design, standardize, and govern priority customer journeys across boutiques, including onboarding, purchase, delivery, VIP appointments, and post-sales services.
  • Define service principles, key touchpoints, roles, hand-offs, and service SLAs for each journey.
  • Ensure journeys are operationally feasible, brand-compliant, and scalable across boutique formats.
  2. Training & Service Enablement
  • Translate service journeys and standards into practical training programs for advisors and boutique managers.
  • Develop onboarding, refresher, and scenario-based training (e.g. VIP handling, expectation management, service recovery).
  • Deliver training directly or via train-the-trainer model; ensure adoption through coaching and assessments.
  3. Customer Service & Complaints Management
  • Own end-to-end customer service and complaint handling: intake, investigation, resolution, and closure.
  • Define complaint SLAs, escalation levels, approval matrix, and service recovery principles.
  • Manage high-touch communication with premium clients and ensure brand-safe resolution.
  • Analyze complaint trends and drive corrective actions through journey and training improvements.
  4. CX Governance & Quality Assurance
  • Design and operate CX governance and QA systems, including mystery shopper programs, audits, and scorecards.
  • Define evaluation criteria covering service behavior, journey adherence, and post-sales handling.
  • Run continuous improvement cycles (weekly / monthly / bi-annual) and report insights to leadership.
  5. VIP Treatment & Client Communication Governance
  • Define and operationalize VIP treatment strategy, including entitlements, rituals, personalization rules, and exception principles.
  • Establish clear communication guardrails for sensitive topics (availability, timelines, after-sales commitments).
  • Ensure consistent, transparent, and brand-aligned messaging across all customer touchpoints.
  6. Cross-functional Collaboration
  • Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
  • CRM/Data: Align journey requirements, tier benefits, and use insights to prioritize CX improvements.
  Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager

  REQUIREMENTS

  • 3+ years in customer experience, customer service operations / retail excellence for
  • Proven experience owning complaint operations for luxury clientele (high-stakes, sensitive cases)
  • Strong journey design + training delivery capability
  • Experience mystery shopper programs, scorecards, governance cadence
  • Excellent stakeholder management (boutiques, after-sales, brand leadership. Internal stakeholders)
  • Strong English communication
  Nice to have:
  • Watch/high-demand product context
  • Luxury marketing

  BENEFITS

  • Attractive Compensation: Competitive salary package, including fixed 13th-month salary.
  • Health & Well-being: Comprehensive healthcare insurance.
  • Career Growth: Annual performance reviews, training programs, and internal rotation opportunities to support your development.
  • Exclusive Employee Benefits: Enjoy 20–50% discounts on DAFC products and access to special internal sales events with exceptional offers on luxury items.
  • Workplace Experience: A professional, creative, and well-equipped working environment where you can explore the world of luxury fashion.
  • Team Culture & Engagement: Be part of a vibrant company culture with happy hours, team-building activities, year-end celebrations, and more.
  • Luxury Industry Exposure: A unique opportunity to work in Vietnam’s premium fashion retail sector, surrounded by iconic global brands