Location: Singapore (On-site / Hybrid / Remote options available)
Job Description:
We are seeking a proactive and customer-focused Customer Experience Manager to enhance customer satisfaction, loyalty, and overall experience across all touchpoints. You will lead initiatives to optimize processes, gather insights, and implement strategies that improve the customer journey.
Key Responsibilities:
- Develop and implement strategies to enhance customer experience across multiple channels
- Monitor and analyze customer feedback, satisfaction metrics, and service performance
- Collaborate with cross-functional teams (sales, marketing, operations, and product) to address customer pain points
- Design and implement programs to improve customer engagement, retention, and loyalty
- Lead initiatives to streamline processes, reduce response times, and improve service quality
- Provide training and guidance to customer service teams to maintain high standards
- Track KPIs, prepare reports, and present insights to senior management
- Stay updated on industry trends and customer experience best practices
Requirements:
- Bachelor's degree in Business, Marketing, Communications, or related field
- 37 years of experience in customer experience, customer service management, or related roles
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent communication, leadership, and stakeholder management skills
- Experience with CRM systems, customer feedback tools, and customer journey mapping
- Strong problem-solving abilities and a customer-centric mindset
- Ability to lead cross-functional projects and initiatives
- Knowledge of customer experience metrics (NPS, CSAT, CES) is a plus
What We Offer:
- Competitive salary and performance-based incentives
- Flexible hybrid/remote working arrangements
- Opportunities to lead impactful customer experience initiatives
- Professional development and continuous learning support
- Collaborative and innovative team culture
How to Apply:
- Submit your resume and a brief cover letter through [Job Portal/LinkedIn Apply].
