ScentAir

Scent marketing solutions for brands

Customer Solutions Enablement Manager - Engineering Background Preferred

Customer ExperienceConfirmed live in the last 24 hours

Full-timeHong KongNo salary listed

About the Job

Requirements

A bachelor's degree in Business Administration, Engineering, Facility Management, or a related discipline is required.
A minimum of 5 years of relevant experience in scenting solutions, indoor air quality management, facility management, recurring services, or a related customer-facing service environment is required.
Proven experience managing third-party service contractors, field service teams, or outsourced technical service partners is required.
Experience handling customer expectations, complaints, and escalations is required.
Ability to explain complex topics clearly to technical and non-technical audiences is required.
Strong analytical, critical-thinking, and problem-solving skills, especially in complex project or operational environments, are required.
Demonstrated leadership capability to guide teams, influence partners, and drive service improvements is required.
Strong business acumen and ability to connect operational improvements with broader strategic goals are required.
High proficiency in written and spoken English and Chinese, including Putonghua and Cantonese, is required.
Willingness to travel within the region and join conference calls across different time zones when required is required.

Responsibilities

Lead and manage outsourced technical services contractors to ensure consistent, high-quality, and timely customer support.
Optimize service resource deployment through route planning, workforce allocation, and cost control.
Establish and enforce standardized service protocols to ensure compliance with company standards and a consistent customer experience.
Evaluate contractor and in-house service team performance using operational data, customer feedback, and key performance metrics.
Develop and implement performance improvement plans, refresher training, and upskilling initiatives to maintain high service standards.
Oversee customer inquiries, complaints, escalations, and resolution of complex service issues.
Analyze complex technical and operational challenges, develop practical solutions, and communicate key insights clearly to stakeholders verbally and in writing.
Collaborate with Sales, Technical Services, and cross-functional teams to enhance customer experience and strengthen long-term relationships.
Contribute to operational strategy and continuous improvement initiatives across the APAC region.

Desired Qualifications

An engineering background is preferred.

At ScentAir, we elevate experiences for diverse businesses—from hotels and airports to retail, gyms, and spas —through our innovative scent solutions. Partnering with iconic brands like Marriott, Westin Resorts, Crown Resorts, and Zara Home, we harness the power of scent to transform environments and enrich customer experiences. Join over 50,000 satisfied clients in more than 120 countries and discover how our captivating fragrances can enhance your brand. Ready to learn more? Visit us at: https://scentair.com/

APAC CUSTOMER SOLUTIONS ENABLEMENT MANAGER
(Engineering Background Preferred)

We're looking for an APAC Customer Solutions Enablement Manager to lead service excellence across APAC. In this high-visibility role, you'll drive field service performance, manage service partners, solve complex customer challenges, and help shape an exceptional customer experience across the region.

LOCATION: Hong Kong

KEY RESPONSIBILITIES

Lead and manage outsourced technical services contractors to ensure consistent, high-quality, and timely customer support.
Optimize service resource deployment through effective route planning, workforce allocation, and cost control.
Establish and enforce standardized service protocols to ensure compliance with company standards and a consistent customer experience.
Evaluate contractor and in-house service team performance using operational data, customer feedback, and key performance metrics.
Develop and implement performance improvement plans, refresher training, and upskilling initiatives to maintain high service standards.
Oversee customer inquiries, complaints, escalations, and the resolution of complex service issues.
Analyze complex technical and operational challenges, develop practical solutions, and communicate key insights clearly to stakeholders, both verbally and in writing.
Collaborate with Sales, Technical Services, and cross-functional teams to enhance the customer experience and strengthen long-term relationships.
Contribute to operational strategy and continuous improvement initiatives across the APAC region.

QUALIFICATIONS & REQUIREMENTS

Bachelor's degree in Business Administration, Engineering, Facility Management, or a related discipline
Minimum 5 years of relevant experience in scenting solutions, indoor air quality management, facility management, recurring services or a related customer-facing service environment
Proven experience managing third-party service contractors, field service teams, or outsourced technical service partners
Solid experience in handling customer expectations, complaints and escalations
Excellent stakeholder management, interpersonal and communication skills; able to explain complex topics clearly to technical and non-technical audiences
Strong analytical, critical thinking, and problem-solving skills, especially in complex project or operational environments
Demonstrated leadership capability, with the ability to guide teams, influence partners and drive service improvements
Strong business acumen and the ability to connect operational improvements with broader strategic goals
High proficiency in written and spoken English and Chinese, including Putonghua and Cantonese
Willingness to travel within the region and join conference calls across different time zones when required.

ScentAir offers the right candidate a competitive salary, benefits, and career development.

Interested parties, please click "Apply Now" to send us your full resume with your last/current and expected salary and availability.

ScentAir is an Equal Opportunity Employer and commits to creating and maintaining a diverse and inclusive culture where everyone’s skills, experiences, and perspectives are recognized and valued.

All applications will be treated with the strictest confidence. The personal data provided will be used for recruitment purposes only. Only shortlisted candidates will be notified.

About the Company

ScentAir

Scent marketing solutions for brands

ScentAir provides scent marketing solutions that help businesses enhance customer experiences by using curated fragrances and scent delivery systems. It works by designing fragrance programs, installing and managing hardware that disperses scents in spaces, and continuously curating and supplying fragrances through a subscription model to align with a client’s brand and ambiance goals. This end-to-end approach—encompassing hardware, fragrance development, deployment, and ongoing management—allows clients in retail, hospitality, healthcare, and other sectors to differentiate their brands, boost customer engagement, and measure a return on investment. Compared with competitors, ScentAir combines brand-aligned fragrance curation with a global, scalable deployment and ongoing service model, rather than offering standalone scents or equipment. Its goal is to help businesses create memorable environments that strengthen brand identity and drive ROI through scent.

Company size: 201-500
Company stage: Seed
Total funding: $8.9M
Headquarters: Charlotte, NC
Founded: 1994

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