Sales & After-Sales Operations Manager

Our client is a joint venture company 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 Sales & After Sales Operations Manager owns the operations desk between CGM and its dealer network for both lines — demand and supply planning, stock allocation, order-to-cash, dealer and workshop master data, the after-sales administration desk (claims, parts orders, registers), programme settlement and the dealer scorecard.

The role runs the Sales Admin and the Service Admin as one back office serving the sales line and the after-sales line against agreed service levels. It keys and runs deadlines; it does not own commercial or technical decisions — vehicle sales decisions stay with the sales line, parts configuration, prices and claim approvals with the Aftersales Manager. It builds these processes into CGM’s ERP, Dealer Management System (DMS) and CRM as system-enforced rules and acts as business owner for the operational modules from requirement through testing, go-live and improvement.

The ideal candidate combines hands-on distribution operations experience with a strong systems mindset, has run a transactional desk to deadlines, and is comfortable designing processes, controls and reporting standards from the ground up in a start-up environment.

1 - Sales & Inventory Planning

• Run the sales and inventory planning cycle: retail, wholesale and stock per SKU per sales point, consolidation, arbitration and the supply call-off recommendation with Supply Chain.

• Maintain rolling demand forecasts by dealer and point; measure and improve forecast accuracy over time.

• Monitor stock cover, stock ageing and replenishment triggers across the network; flag exceptions.

• Prepare the quarterly target proposal for the Director and the planning inputs for monthly and quarterly reviews; chair the weekly trade meeting and the monthly S&OP.

2 - Stock Allocation & Order-to-Cash

• Own stock allocation to dealers and points under the fair-share and scorecard-tier rule, including priority handling under supply constraint and transfers between territories.

• Own the order-to-cash process end to end: dealer order request, sales order created by the Sales Admin, machine approval, VIN allocation FIFO, payment instruction, PDI request, release record, invoice, dispatch, receipt.

• Run consignment placement, conversion, count and recall, and the dealer stock return process.

• Work with Finance on the debt gate, payment modes and bank guarantees, keeping separation of duties: operations never releases credit.

• Ensure transactional discipline: complete documentation, accurate records, properly logged exceptions.

3 - After-sales Operations Desk

• Run the after-sales administration through the Service Admin: claim intake and documentation check, the monthly OEM claim batch, reconciliation, the weekly payment report, the parts desk (dealer parts orders keyed into the DMS), registers (technician certification, bulletins, retention, recall per VIN) and goodwill intake.

• Agree and meet the after-sales service levels set with the Aftersales Manager: claim batch timing, payment report cycle, VOR order handling, recall tracking.

• Keep the line boundary: operations keys and runs deadlines; claim adjudication, parts configuration, prices and approvals stay with the after-sales line.

• Provide cross-cover between Sales Admin and Service Admin so neither desk is a single point of failure.

4 - Dealer & Workshop Master Data, Onboarding & Scorecards

• Own channel master data at three levels — legal entity, selling point, user — including point type (1S, 2S, 3S), territory, capabilities, service partner links and lifecycle status.

• Give commercial acceptance to new dealers and workshops (1S and 3S after the Sales Admin review; 2S after the Aftersales Manager’s capability acceptance) and activate points on the single onboarding gate.

• Compute, lock and publish the dealer scorecard on the monthly cycle from locked figures, including the after-sales values supplied by the Aftersales Manager; no self-reporting, no restatement.

• Administer portal accounts and credentials under two-person control; approve point changes with the Director.

• Coordinate with Area Sales Managers and the after-sales team on point openings, changes and closures.

5 - Programmes, Settlement & Reporting

• File and publish approved promotion programmes (vehicle and parts), attach programme codes to orders and run settlement packs to VIN and invoice level with Finance.

• Compute and issue dealer commission, incentive and programme statements from verified delivery data; track programme cost per unit against budget.

• Administer the dispute, adjustment and settlement process with dealers.

• Own one set of operational KPI definitions and reporting cadence; reconcile figures across ERP, DMS, CRM and reported results to one version of the truth.

• Prepare monthly and quarterly performance packs and ad hoc analysis for the Director.

6 - Business Systems Ownership (ERP / DMS / CRM)

• Act as business owner for the operational modules of ERP, DMS and CRM: order-to-cash, allocation, channel master data, parts desk, claims administration, settlement and scorecards.

• Translate operating processes into system requirements, acceptance criteria and user acceptance test scripts; lead testing, go-live support and stabilisation with the Business Systems Manager and vendors.

• Run the manual bridges between systems during the first phase (second-copy entries, reconciliation) and retire them as integrations go live.

• Maintain process documentation, forms, parameters and control rules; drive continuous system improvement.

• Ensure operating rules are enforced by the system rather than by manual routine.

Qualification

• 6–10 years in sales operations, commercial operations or distribution management, including at least 3 years in a dealer, distributor or franchised channel environment in Vietnam

• Experience in automotive, motorcycle, EV, consumer durables, FMCG or related industries is preferred

• Proven ownership of a sales and inventory planning cycle (PSI or S&OP), stock allocation and sell-in / sell-out reporting for a multi-outlet network

• Experience running or supervising an after-sales or warranty administration desk — claim batches, parts orders, registers — or a comparable transactional back office to deadlines

• Hands-on experience with ERP systems — Microsoft Dynamics 365 (F&O or Business Central) or Odoo — covering order-to-cash, inventory and serialized item handling; equivalent depth in SAP or Oracle is accepted

• Hands-on experience with a dealer management system and a CRM (Salesforce or equivalent), including lead lifecycle, routing rules and integration with transactional systems

• Strong systems mindset: able to design an operating process and translate it into business requirements, acceptance criteria and test scripts; track record from requirement to go-live

• Experience in commission, incentive or trade programme administration for channel partners is an advantage

• Experience in multinational companies, joint ventures or start-up / growth-stage environments is a plus

• Strong analytical capability: advanced Excel plus Power BI, SQL or an equivalent query tool

• Strong process design, documentation and control discipline; clear on separation of duties

• Good communication and stakeholder management across sales, after-sales, finance, dealers and vendors

• Ability to manage multiple workstreams and deadlines in a fast-paced environment

• Good written and spoken English and Vietnamese

Personal Attributes

• Structured and systems-minded

• Deadline-driven, runs a desk without being chased

• Analytical and detail-oriented

• Disciplined in process, controls and follow-through

• Even-handed between the sales line and the after-sales line

• Collaborative across functions and with external partners

• Comfortable building from the ground up in a dynamic business environment