Florian Dumain

Pioneer
DISC Type : Dsi

Vice President Customer Care at Lazada

Bangkok City, Thailand

Overview

Florian Dumain is the Vice President of Customer Care at Lazada, specializing in enhancing customer engagement, satisfaction, and retention through process control and coaching. A graduate of Université Bourgogne Europe, he has a proven track record of building and leading high-performing teams. Colleagues describe him as a dedicated, professional, and exceptional leader.

Florian is passionate about continuous improvement and personal development. He is actively expanding his technical skillset, recently completing a course in SQL programming to better leverage data-driven decision-making in his strategic roles.

He played a pivotal role in building the entire Customer Success Team from the ground up at his previous company, Taskworld.

Personality Overview

Decisive But Friendly

Driven But Considerate

Dynamic But Sincere

They combine a unique set of diverse traits where they are fast and friendly but can slow down to be thorough when needed  They have the unique ability to win both love and respect from their team (or outsiders) If they are convinced, they can become very strong champions for your product

Topics They Care About

Customer Experience
His career is centered on elevating service quality, aligning customer-focused strategy with growth, and fostering long-lasting customer relationships.
Team Development
He focuses on building and coaching high-performing teams. He is currently hiring for critical escalation roles, seeking people who genuinely care about fixing customer issues.
Process Optimization
His professional headline emphasizes improving service quality through consistency and process control, with a history of implementing scalable processes to boost efficiency.

Media Appearances

Lazada: “Customer care is paramount!”. Featured in Vietnam Investment Review (vir.com.vn)

See Now

Work History

1-2025
Vice President Customer Care at Lazada
12-2022 - 12-2024
Head of Customer Experience at Taskworld Inc.
10-2021 - 12-2022
Manager of Customer Success & Customer Support at Taskworld Inc.
6-2019 - 10-2021
Manager, Customer Success at Taskworld Inc.
9-2018 - 6-2019
Enterprise Customer Success Manager at Taskworld Inc.

Education

2013 - 2014
Bachelor's degree from Université Bourgogne Europe
2011 - 2013
Bachelor's degree from Université Bourgogne Europe

More Information

Social Presence :

Prographics :

Exp : 11 Location : Bangkok City, Thailand Job Level : Senior Designation : Vice President Customer Care at Lazada
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Insights For Selling To Florian

During A Call Or A Meeting

DO's

  • Use phrases like ‘your decision will’, ‘you will impact’ etc.
  • Keep your pitch focused on the impact but nurture the relationship too
  • Mostly stick to your standard pitch and qualifying script, but add some stories or anecdotes to it

DONT's

  • Don't lean very heavily into providing too much information, sharing whitepapers etc.
  • Don’t be very informal during the early interactions even if they are being so themselves
  • Avoid focusing only on the product or its ROI, keep building trust subtly

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Florian is

  • Nothing less than a strong combination of proof of results, relationship and high levels of professionalism is effective with them.
  • Will you ever get a clear answer from Florian

  • They can say no while staying friendly, but can also be pursuaded to reconsider

Insights For Deal Planning

    How fast (or slow) will Florian move?

  • They are generally fast movers and can take quick decisions
  • Can Florian take some risk or not?

  • They have high risk-appetite but can get ahead of themselves once in a while. Observe carefully

You And Florian

Personality Compatibility


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