Customer Service Manager (SAP S / 4HANA)

Overview

LUXASIA Federal Territory of Kuala Lumpur, Malaysia The Customer Care Manager plays an important role in managing and developing customer care operations across several markets. Responsible for leading and coaching teams across different geographies, the role ensures excellence in service delivery, efficient order management, and a seamless customer experience. A key focus of this role is to represent the Customer Care function in the SAP S / 4HANA implementation, using deep process knowledge to guide system design, ensure operational readiness, and support successful adoption. 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.

Customer Care Team Leadership

Manage, coach, and develop Customer Care teams across multiple markets, fostering a high-performance, service-oriented culture. Provide day-to-day leadership and guidance to ensure accurate and timely execution of order management, returns, and customer issue resolution. Set team goals aligned with business objectives and service KPIs (e.g., OTIF delivery, order accuracy, response time). Conduct regular performance reviews and identify training or development opportunities. Serve as the escalation point for complex customer issues, supporting resolution in a professional and timely manner.

SAP S / 4HANA Implementation (Customer Care Workstream Lead)

Act as the Customer Care Process Lead for the SAP S / 4HANA implementation, representing operational needs across assigned markets. Lead end-to-end process mapping for current-state vs future-state design, ensuring SAP configuration reflects customer care requirements. Participate in key project milestones including requirements gathering, testing (UAT), data migration validation, training, and go-live support. Work closely with the project team, IT, and business stakeholders to align systems with service workflows and customer experience objectives. Champion change management within the team, ensuring smooth adoption of new processes and tools.

Operational Excellence & Stakeholder Management

Continuously identify opportunities to streamline customer care operations through process standardization, automation, and enhanced systems usage. Develop strong relationships with cross-functional teams such as Sales, Marketing, Supply Chain, Logistics, and Finance. Analyze order and service data to generate insights and recommendations for improving customer satisfaction and operational efficiency. Drive compliance with company policies, data accuracy, and service quality standards.

Key Qualifications & Requirements

Bachelor’s Degree in Business Administration, Operations, Supply Chain, or related field. At least 6-8 years of relevant experience, with 3-4 years in a people management role in customer service or order-to-cash operations. Proven experience working with or implementing SAP S / 4HANA or a similar ERP system. Strong knowledge of order-to-cash processes, customer account management, and returns handling. Experience managing teams across multiple countries or regions is highly desirable. Track record of driving process improvements and successfully navigating systems transformation projects. Excellent communication, leadership, 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.

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.

Employment Type : Full-time

Seniority level : Mid-Senior level

Job function : Customer Service and Supply Chain

Industries : Retail and Retail Health and Personal Care Products

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