Customer Operations & CRM Manager

Job Title: Customer Operations & CRM Manager
Location: Singapore (On-site)

About the Company

We are a growing scrap metal recycling company that hasscaled steadily through strong operations and long-standing relationships.

This is a new position. As we continue to expand, we arestrengthening how we manage customer enquiries, follow-ups, and long-termsupplier relationships. Today, much of this is handled operationally, and wesee clear opportunities to improve structure, visibility, and conversion.

This role is created to build and own that function as we scale.

Role Overview

You will be the first dedicated hire for customer relationsat SGHR. This role sits at the intersection of customer handling,operations, and systems (CRM).

This role will entails:

• every enquiry is captured and tracked
• follow-ups are consistent and effective
• customer interactions are structured and visible

You will start hands-on (directly with the director),working with real enquiries, and progressively design and build systems,processes, and tools that define how the company will manages it customerpipeline going forward.

Key Responsibilities

1. Enquiry & Pipeline Management

• First observe how enquires is currently handled and assist in support function. All these for the purpose to understand and map the gap and real shortfall.
• Evolve to handle and track incoming enquiries (calls, WhatsApp, walk-ins, referrals) in the initial phase
• Ensure all enquiries are logged and start building a contact database even if tool is a spreadsheet
• Build and manage a clear pipeline:
• New Contacted Quoted Follow-up Won/Lost

2. CRM & System Implementation

• Recommend and implement a practical CRM or tracking system appropriate for SGHR size. Set it up, migrate, get it running.
• Draft and implement SOP's for enquiry handling, response time target, categorisation, escalation rules, etc.
• Assist internal team on adoption. Establish pipeline so every enquiries have a owner, next action and due date.
• Identify pain point and gap, Propose and implement fixes and interim workarounds

4. Scale and Optimise

• Work closely with operations team to understand current workflows. Identify gaps, bottlenecks, and breakdown points
• Refine SOP Based on real data. Track conversion rates, response time, drop-off point, inactive customer, lost reason etc

• Build and maintain a structured customer/supplier database
• Identify opportunities for re-engagement and improvement

• Prepare structure and function for a second hire (for a junior customer service executive) that can follow and onboard easily.

POST SET UP (STEADY STATE)

. Own the full customer pipeline from firstcontact to active account, ensuring no enquiry goes unanswered or unfollowed.

. Maintain and continuously improve the CRM,ensuring data quality and completeness.

. Manage follow-up schedules for dormant orseasonal accounts to reactivate business.

. Coordinate with operations on deliverytimelines, capacity, and material availability to set accurate customerexpectations.

. Provide monthly pipeline and conversion reportsto the Director.

. Onboard and train junior customer service staffas the team grows.

. Continuously identify process improvements andcustomer pain points to feed back into the business.

. Provide insights and analysis for company broaderannual strategic planning.

Who We Are Looking For

We are looking for someone who is:

• comfortable working in a hands-on, fast-moving environment

. Demonstrated experience setting up orsignificantly improving a customer management process, CRM system, or salespipeline - not just using one that was already built.

. Strong organisational skills with a bias forstructure: you instinctively create checklists, trackers, and follow-up systemsrather than relying on memory.

• proactive, detail-oriented, and takes ownership

Ideal Background

• Experience in Customer Operations, CRM, Sales Operations, or Operations roles
• Hands-on experience implementing or improving systems/processes
• Familiar with CRM tools
• Experience in SME, startup, or operational environments preferred

What This Role Is Not

This is not a call centre or helpdesk position. You will notbe reading from scripts or routing tickets. This is a role for someone whowants to build a department, shape how a company engages with its customers,and have a direct impact on revenue. You will work closely with the Directorand have real influence over how this function develops.

Why Join Us

• Opportunity to build a core business function from the ground up
• Work directly with top leadership with fast decision-making
• Be part of a company entering its next phase of growth
• Role will evolve into team leadership and system ownership

If you are excited to build systems, improve processes, andcreate real business impact - we would like to hear from you.

P.S. As much as we would like to know you, youwould want to know more about us. Throw in a few question along with your CV tohelp