Client Service Manager, APAC

RIMOWA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A global luxury brand in Singapore is looking for a Client Service Manager to lead client service initiatives and manage a multicultural team. You will be responsible for developing strategies to enhance customer experience and service delivery, ensuring alignment with the company's vision. Ideal candidates will have over 5 years of experience in client services and possess strong leadership, analytical, and communication skills.

Qualifications

• At least 5 years of experience as a Client Service Manager or key contact.
• Strong communicator with leadership capabilities.
• Detail-oriented and results-driven.

Responsibilities

• Lead the Client Service implementation in Singapore.
• Monitor KPIs and implement action plans for improvement.
• Drive the launch of new channels and services.

Skills

Client Service Management

Analytical Skills

Leadership

Communication Skills

Team Management

Project Management

Tools

Microsoft Excel

Microsoft PowerPoint

Salesforce Service Cloud

Job description

Market Coverage: Australia, Malaysia, Singapore and Thailand

Roles and Responsibilities

• Lead the Client Service implementation in Singapore
• Prepare quarterly contact forecasts for Client Service and define the necessary team sizing to meet service demands.
• Design the annual strategy for contact channels and team organization, ensuring alignment with the RIMOWA’s vision and growth plans. Develop and manage the corresponding budget.
• Monitor quantitative and qualitative KPIs on a daily, weekly, and monthly basis, implementing action plans as needed to drive continuous improvement and ensure service excellence.
• Lead a multicultural team and ramp-up the advisors with a structured methodology for coaching and training.
• Address client requests, complaints, and issues, often serving as a point of escalation to ensure quick and effective solutions.
• Propose optimizations in tools, processes, reports, and organization to enhance both advisor experience and service delivery. Collaborate with relevant departments for implementation.
• Drive the launch of new channels and services, ensuring operational alignment and seamless integration into the team’s workflows.
• Perform data analyses to understand business trends, assess the impact of initiatives, and gain insights into client behavior to drive decision-making.
• Act as the Voice of the Client, representing APAC clients in cross-functional projects and ensuring their needs are at the forefront of our service strategies.
• Share best practices and collaborate with global Client Service leaders, positioning Client Service in APAC as a leader in innovative service solutions.

Work Requirement

• At least 5 years of experience as a Client Service Manager or key contact for a partner, with proven leadership in managing.
• Inspirational leader, capable of building a collaborative and client-focused culture.
• Analytical and results-driven, with the ability to translate data insights into actionable strategies.
• Thorough and detail-oriented, ensuring high-quality service standards.
• Entrepreneurial spirit, with the ability to drive innovation and lead multiple projects simultaneously.
• Strong communicator, adaptable to various audiences in both oral and written form.
• Advanced knowledge of Microsoft Excel, PowerPoint required. Experience with Salesforce Service Cloud is appreciated.
• Ability to manage deadlines, work under pressure, and balance multiple priorities.
• Curious and attuned to market trends, always looking for ways to improve service offerings; ability to work with global teams and adapt to different cultural contexts.
• Excellent communication skills in English, both verbal and writing. Further language as an advantage