Manager of Customer Success

Beukay Group; Hong Kong; Sur place; HKD 600 000 - 900 000; Plein temps

Résumé du poste

Beukay Group in Hong Kong seeks aCustomer Success Leader to manage key accounts from strategy through mass production, coordinating cross-functional teams and ensuring continuous innovation. You will translate customer needs into actionable programs, monitor market dynamics and manage risk and performance across the lifecycle.

You will collaborate with Sales, Marketing and R&D to deliver value, track outcomes, and optimize product offerings for competitive advantage.

Responsabilités

• Own the Customer Success Plan for assigned key accounts, defining annual objectives, priority projects, innovation opportunities, key stakeholders, core pain points and improvement priorities.
• Manage the end-to-end cooperation journey from the customer's perspective across product/business analysis, market dynamics, pain points, latent demand, solution integration, development & validation, mass production & delivery, and ongoing innovation.
• Continuously monitor changes in the customer's market, categories, channels and consumer preferences, and anticipate future opportunity windows.
• Establish a customer health mechanism to track project status, satisfaction, delivery performance, quality risks, innovation activity, cooperation depth and key relationship changes.
• Track market size, growth, trends, channel shifts and consumer preferences of the customer's target market to generate actionable insights for account management.
• Monitor competitors’ launches, pricing, formulas and packaging to identify competitive pressures and white-space opportunities.
• Build an annual Innovation Pipeline / Product Opportunity Map for each customer and collaborate with Marketing, R&D, Packaging and Innovation teams to translate market trends into actionable opportunities.
• Translate customer briefs into clear internal requirements, clarify success criteria, target cost, timelines and regulatory considerations.

Description du poste

Key Responsibilities

1. Customer Insight & Success Management

• Own the Customer Success Plan for assigned key accounts, defining annual objectives, priority projects, innovation opportunities, key stakeholders, core pain points and improvement priorities.
• Manage the end-to-end cooperation journey from the customer's perspective: customer product/business analysis - market & competitive dynamics - pain point & opportunity identification - brief & latent demand - innovative solution integration & confirmation - development & validation - mass production & delivery - feedback & continuous innovation.
• Continuously monitor changes in the customer's market, key categories, channels and consumer preferences, as well as the customer's business performance, product portfolio and strategic priorities, to anticipate future opportunity windows.
• Establish a customer health mechanism to track project status, satisfaction, delivery performance, quality risks, innovation activity, cooperation depth and key relationship changes.

2. Customer Market & Competitive Intelligence

• Continuously track the size, growth, trends, channel shifts and consumer preferences of the customer's target market and key categories, and generate actionable market insights for account management.
• Systematically monitor new product launches, core categories, price bands, formula/packaging innovations, selling propositions and launch timelines of the customer's competitors, to identify competitive pressures and white-space opportunities.
• Translate market and competitive changes into a customer opportunity map - defining which categories to enter, which products to upgrade, and which innovations to advance for pre-development - and align regularly with Sales, Marketing and R&D teams.

3. Customer Innovation & Product Opportunity Management

• Deeply understand the customer's brand positioning, category strategy, product roadmap, target consumers and innovation needs for the next 6-24 months, and continuously identify product opportunities.
• Build an annual Innovation Pipeline / Product Opportunity Map for each customer, managed by brand, category, launch window, commercial potential and technology maturity.
• Collaborate with Marketing, R&D, Packaging and Innovation teams to integrate market trends, competitive changes and internal capabilities into innovation solutions that are understandable, decision-ready and executable for customers.
• Drive proactive pre-development (Pre-DEV) innovation instead of only reacting to customer briefs; prepare formulas, packaging, processes, claims, costing and supply chain solutions in advance for key accounts.
• Track conversion rates across the full flow: Proposal - Sampling - Project - Nomination - SOP, and continuously improve return on innovation investment.

4. Customer Brief Translation

• Translate customers' explicit briefs and latent needs into clear, executable internal development requirements, ensuring aligned understanding across commercial, product, technical, regulatory, quality, packaging and supply chain teams.
• Clarify mandatory requirements, success criteria, target cost, launch timeline, target market, regulatory requirements, competitive benchmarks and the customer's actual decision logic during brief clarification.
• When a customer does not have a fully formed brief, proactively lead opportunity definition and concept development based on market, competition, consumer pain points and the customer's product portfolio.
• Drive feasibility assessment before formal project kickoff, identifying risks related to formula, packaging, process, quality, cost, capacity, regulation and lead time, to improve front-end definition quality.

5. New Product Development Success Assurance

• Serve as the customer-side representative for project success, participating in and overseeing the full lifecycle of key innovation projects from initiation to mass production.
• Work with Project Managers to define key milestones and gate reviews, clarifying inputs, outputs, owners, deadlines, risks and customer confirmation points for each phase.
• Focus on sample quality, formula stability, packaging compatibility, manufacturing feasibility, test validation, cost changes, regulatory requirements and mass production consistency.
• Ensure commitments made in the development phase are fully realized in mass production, mitigating the risk of "sample success but mass production failure" or "front-end promises that cannot be delivered downstream".

6. Customer Issue & Risk Closure

• Oversee and follow up on major quality, delivery, development, communication and service issues that impact customer experience.
• Coordinate QA, PM, SCM, Factory, R&D and other teams to promptly conduct fact-finding, root cause analysis, implement interim and long-term corrective actions, and develop customer communication plans.
• Maintain a customer risk register and escalation mechanism, and elevate major risks in a timely manner to ensure transparent information and timely decision-making.
• Drive lessons learned from issues to be documented in knowledge bases, SOPs, product design standards and future projects, to reduce recurrence.

7. Cross-functional Account Collaboration Mechanism

• Participate in or lead Account Business Squads for key accounts, aligning functions including Sales, Marketing, R&D, Packaging, PM,