Manager (Service Performance & Insights)

Job Description

The FairPrice Group Supply Chain Business Unit (FPG SC BU) is a key logistics service provider to NTUC FairPrice Group. The Customer Service function sits at the interface between our Distribution Centres and 170 retail stores, handling store queries and issues on deliveries, shortages, stock loss, and returns, and ensuring these are resolved accurately and within agreed turnaround times.

The function reduces resolution workload on Distribution Centre teams and maintains communication between Supply Chain and Store Operations. It also holds a growing responsibility for service performance reporting, giving Supply Chain leadership visibility of where fulfillment consistently falls short and what is driving it.

We are looking for a manager who can hold service standards across a high-volume operation while strengthening the reporting and analysis that sits behind it.

Job Requirements

• Service Performance Ownership: Own end-to-end service performance for the Customer Service function, ensuring achievement of KPIs including response time, resolution time, first-contact resolution, service level agreements (SLAs), and store satisfaction.
• Peak Period Support: Take on direct case and query handling alongside the team during peak periods and major events, ensuring service levels hold under elevated volume.
• Escalation Management: Act as senior escalation point for critical or unresolved store issues, including multi-party disputes involving Distribution Centre Operations and Transport.
• Reporting & Data Standards: Maintain consistent case categorisation and data capture standards on the service management platform to support accurate reporting.
• Store Feedback & NPS: Manage the monthly store Net Promoter Score (NPS) survey cycle, including administration, response analysis, and follow-up on issues raised.
• Service Analysis & Insight: Analyse ticket, fulfilment, and returns data to identify recurring failure patterns by warehouse, SKU category, and store cluster. Quantify service and cost impact, and translate findings into evidence-based recommendations for Supply Chain Operations.
• Leadership Reporting: Prepare consolidated dashboards, trend analysis, and insight packs for Supply Chain leadership and operational review forums.
• Process Improvement: Evaluate and improve service workflows covering triage, escalation criteria, and case handling, to reduce handling time and rework without compromising resolution quality.
• Returns & Reverse Logistics: Oversee store-initiated returns, credit claims, and disputed receipts, ensuring claims are validated against standard operating procedures and delivery evidence in the Warehouse Management System (WMS) and Transport Management System (TMS).
• Stakeholder Management: Represent the voice of the store in Supply Chain operational reviews and build working relationships across Distribution Centre Operations, Transport and Retail Operations.

EDUCATIONAL QUALIFICATIONS

• Degree or tertiary qualification in any discipline with minimum 2 years of experience in retail, ecommerce or customer service industry.

RELEVANT KNOWLEDGE AND EXPERIENCE

• Minimum 6 to 8 years of experience in customer service or supply chain operations, with a track record in service management within a retail or logistics environment.
• Proven experience managing a team, including through a team lead or supervisor.
• Working knowledge of service management platforms, Warehouse Management Systems (WMS), and Transport Management Systems (TMS).
• Demonstrated ability to structure, analyse, and draw conclusions from operational data. Strong Excel skills required; experience with dashboarding or visualisation tools is an advantage.
• Experience defining reporting frameworks, data capture standards, or performance metrics.
• Experience running customer or stakeholder feedback programmes such as NPS or satisfaction surveys is an advantage.
• Understanding of distribution centre to store fulfilment processes, including order accuracy, delivery performance, and returns handling.
• Excellent stakeholder management skills, with the ability to influence Distribution Centre, Transport, and Retail stakeholders using evidence.
• Excellent reporting and documentation skills to ensure timely, clear, and concise information flow among all stakeholders.
• Proficient in Microsoft or Google Suite, with confidence in navigating new CS ticketing systems, such as SAP, Zendesk and ServiceNow.

GOOD TO HAVE

• Customer-centric, with genuine commitment to store service outcomes.
• Curious and investigative; seeks root cause before determining a resolution path.
• Comfortable working with data and confident challenging assumptions with evidence.
• Willing to work alongside the team when operational demand requires it.
• Calm under pressure, able to prioritise effectively across competing operational demands.
• Detail-oriented and disciplined in maintaining accurate records for reporting.
• High integrity, professionalism, and reliability.
• Proactive problem-solver who escalates early when required.