Member Experience & Operations Manager (Korean Speaker)

Work Location: Cobi Home Long Hau – Long Hau Industrial Park, Can Giuoc, Tay Ninh (formerly Long An) (Daily company shuttle bus provided from Cobi Tower, District 7 to Long Hau Industrial Park) Working Time: Full-time | Monday – Friday | 8:00 – 18:00 Role Overview: We are looking for an experienced, customer-focused, and highly responsible Member Experience & Operations Manager to oversee daily operations and deliver an exceptional experience for members, tenants, customers, visitors, and business partners across Cobi Home. This role combines member experience, customer service, and operational management , with responsibility for ensuring smooth daily operations, high service standards, facility readiness, safety, and effective coordination across operational teams and service providers. The position will also work closely with Korean management and stakeholders; therefore, strong Korean communication skills are mandatory . The ideal candidate should have strong leadership, communication, and problem-solving abilities, with experience in property operations, shopping mall operations, hospitality, customer service, or similar service-oriented environments. Key Responsibilities: 1. Daily Operations Management (Primary Focus) Oversee and manage the daily operations of Cobi Home, ensuring all facilities and service areas operate safely, efficiently, and in accordance with company standards. Monitor daily operational activities and promptly resolve issues to minimize disruptions. Conduct routine inspections to ensure cleanliness, safety, service quality, and operational readiness throughout the property. Ensure all operational procedures, service standards, and SOPs are consistently implemented and followed. Coordinate daily operational schedules, manpower, and resources to ensure smooth execution. Prepare and review daily, weekly, and monthly operational reports. 2. Member Experience & Customer Service Deliver and continuously improve the overall experience for members, tenants, customers, visitors, and business partners. Build and maintain strong, professional relationships with tenants and key stakeholders. Handle customer and tenant requests, inquiries, feedback, and complaints in a timely and professional manner. Develop and implement initiatives to improve member satisfaction, customer service quality, and overall experience. Monitor service standards across all customer touchpoints and identify areas for improvement. Work closely with relevant teams to ensure a consistent, high-quality, and customer-oriented experience. Support member retention, engagement, and loyalty initiatives where applicable. 3. Facility & Maintenance Management Coordinate with technical, security, housekeeping, cleaning, landscaping, and maintenance teams to ensure smooth daily operations. Monitor the operational readiness and condition of common areas, facilities, and customer-facing spaces. Coordinate preventive and corrective maintenance activities and follow up on technical or facility issues until resolution. Monitor contractor and vendor performance to ensure service quality meets company standards. Identify facility-related risks and operational improvement opportunities. Support the planning and monitoring of maintenance activities, operational budgets, and operating expenses. 4. Safety, Compliance & CRM Management Ensure compliance with building regulations, fire safety requirements, occupational safety standards, and company policies. Conduct routine safety inspections and identify potential operational risks. Coordinate emergency response procedures, incident reporting, and follow-up actions when required. Maintain accurate member, tenant, customer, and operational records. Ensure CRM data and relevant customer information are properly updated and maintained. Work with relevant authorities, service providers, and internal teams during inspections and compliance reviews. Maintain accurate operational, safety, incident, and compliance documentation. 5. Team Leadership & Operational Excellence Lead, supervise, and support the operations and customer service teams to ensure efficient daily performance. Manage staff schedules, task assignments, attendance, and operational responsibilities. Provide coaching and training on operational procedures, customer service, safety requirements, and company standards. Monitor team performance and operational KPIs and implement improvement actions where necessary. Identify opportunities to improve workflows, SOPs, cost efficiency, service quality, and overall operational performance. Promote a high-ownership, accountable, and service-oriented working culture. 6. Event Operations & Coordination Coordinate and oversee operational support for marketing events, exhibitions, community activities, tenant promotions, and other on-site programs. Ensure venue setup, logistics, manpower, security, cleaning, and technical support are properly arranged. Work closely with Leasing, Marketing, Property Management, and other relevant teams to ensure successful event execution. Monitor on-site operations during events to ensure safety, smooth execution, and customer satisfaction. Conduct post-event operational reviews and recommend improvements for future events. 7. Cross-functional Collaboration & Reporting Work closely with Leasing, Marketing, Finance, Technical, Security, and other internal teams to ensure seamless operations. Communicate and coordinate directly with Korean management and stakeholders regarding operational matters, reports, issues, and improvement plans. Prepare operational reports, performance updates, incident reports, and management presentations when required. Support strategic and cross-functional projects as assigned by management. Take ownership of new operational initiatives and contribute to the continuous improvement of Cobi Home. Qualifications: Bachelor’s degree in Business Administration, Property Management, Hospitality, Facilities Management, Customer Service, or related fields. Minimum 3–5 years of experience in Property Operations, Building Management, Shopping Mall/Retail Operations, Hospitality, Customer Experience, or related fields. Previous supervisory or management experience is preferred. Strong Korean communication skills are mandatory, with the ability to communicate effectively with Korean management and stakeholders. Good English communication skills are preferred. Strong customer service mindset and a genuine commitment to delivering an excellent member and customer experience. Familiarity with building/shopping mall operations, tenant management, facility maintenance, and service standards. Experience working with contractors, vendors, service providers, and operational teams. CRM knowledge or experience in managing customer/member data is an advantage. Strong leadership, organizational, coordination, and problem-solving skills. Excellent communication and interpersonal skills. Ability to manage multiple priorities and respond effectively in a fast-paced environment. Proficiency in Microsoft Office; experience with property management or operational management systems is an advantage. High ownership, accountability, attention to detail, and commitment to operational excellence. Salary & Benefits: Salary: VND 20,000,000 – 35,000,000 Gross (Negotiable) Benefits Package: Company-provided laptop/desktop and company car available for business trips. Opportunities to attend overseas exhibitions, research programs, and business trips to Korea for outstanding employees. Full social insurance coverage based on 100% of salary. Free coffee, tea, and soft drinks at the office. Employee discounts on all COBI Group products. Foreign language training support: 50% of monthly tuition fees, up to VND 1,000,000/month . Child tuition support: VND 500,000 per child , applicable for children aged 3 and above, up to 2 children per employee. Domestic and international business trips with all expenses covered by the company, plus additional daily travel allowances. Overtime compensation in accordance with Vietnamese Labor Law. Annual health check-up. Annual salary review and 13th-month salary. Seniority allowance: VND 300,000 per year after every 12 months of service. 12 days of annual leave per year. Trade Union membership upon signing an official labor contract, with full benefits for holidays, birthdays, and employee welfare programs. How to Apply: Please send your CV to: lyhn@cobione.com Or contact via Zalo: 070 555 7297