Manager, Customer Service (VOC 360)

Job Description

Title: Manager, Customer Service (VOC 360)

Company Name: ACI PLC

Vacancy: --

Age: At least 30 years

Job Location: Dhaka

Salary: --

Experience:

• At least 8 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Manufacturing (FMCG), Multinational Companies

• Bachelor's degree in Business Administration, Marketing, or a related field. An MBA is highly preferred.

• At least 8 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Manufacturing (FMCG), Multinational Companies

• Age At least 30 years

What You Bring

• CRM platform proficiency, including Salesforce, Zendesk, HubSpot, or similar systems.

• Strong Excel/Google Sheets and data analysis skills.

• Knowledge of workflow mapping and SLA design/monitoring.

• Fluency in English and Bengali.

• Strong leadership and cross-functional collaboration skills.

• Excellent problem-solving, logical reasoning, and crisis management skills.

• Strategic mindset with resilience to work in a fast-paced, high-volume environment.

Qualifications

• 8+ years of progressive experience in Customer Service or CRM, with a minimum of 2+ years in a managerial capacity within a Financial Institution, Bank, Telecommunication Company (Telco), or Multinational/locally renowned FMCG.

• Proven track record in managing large-scale B2C complaint/service operations.

ACI is one of Bangladesh's leading conglomerates, operating across Pharmaceuticals, Consumer Brands, Agribusiness and Retail with a clear mission to improve quality of life through responsible growth and innovation. Guided by integrity and driven by impact, we build trusted brands while empowering talent to lead, innovate and grow. From Bangladesh to global markets, ACI offers a high-impact growth mindset, exposure to leadership and the opportunity to build at scale within a purpose-driven, performance-oriented culture.

The Manager, Customer Service (VOC 360) is responsible for the end-to-end operational management of the ACI Consumer Business VOC 360 customer service function. This role serves as the strategic executor of the Voice of Customer (VOC) initiative, ensuring seamless complaint handling from initial submission through to final closure. The primary objective is to elevate customer satisfaction and loyalty through operational excellence, while transforming customer insights into strategic business improvements.

What You Will Do

• Oversee daily operations of the VOC 360 CRM Portal, ensuring system stability, data integrity, and alignment with business requirements in coordination with MIS.

• Develop and continuously improve complaint management workflows, SLAS, SOPs, and operational manuals in line with the BRD Priority & SLA Matrix, while ensuring timely resolution of Priority 1-4 complaints.

• Manage the outsourced call center team, ensuring accurate complaint logging, timely customer follow-ups, and adherence to defined service standards and SOPs.

• Lead and develop the Customer Service team while coordinating with the Resolution Team, Senior Management, and MIS to resolve complex complaints and address operational requirements.

• Analyze VOC and complaint data to identify trends, recurring issues, and root causes, and drive cross-functional initiatives and CRM enhancements to improve customer experience.

• Prepare weekly, monthly, and quarterly reports on complaint trends, CSAT, SLA achievement, and brand performance, presenting actionable insights and recommendations to Senior Management.

Location: ACI Centre

Reports to: Head of Strategy, Planning & Insights - Consumer Brands