Customer Experience Manager

WOK HEY PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

WOK HEY PTE. LTD. is seeking a Customer Experience Manager to lead the CX function across all touchpoints in Singapore.

You will supervise the Customer Service team, deliver training, resolve escalations and shape service strategy in collaboration with Operations, Quality Assurance and Marketing. You will drive complaint management, mentor staff, oversee omnichannel service delivery, and report on customer feedback and performance, ensuring consistent, high-quality experiences for guests across

Qualifications

• Diploma or degree in Business Management, Hospitality, or related discipline.
• 5+ years in customer service, with at least 3 years leading a team.
• Strong understanding of complaint management and service recovery.
• Strong leadership and stakeholder-management skills.
• Excellent written and spoken communication; ability to prepare reports and recommendations.
• Strong analytical and root-cause problem solving.
• Ability to manage multiple priorities under pressure; objective and calm.
• Organised and meticulous with accurate case/investigation records.
• Proficient with Zendesk, Slack, Google Workspace, MS Office, and ChatGPT.
• Willingness to work outside normal hours for urgent incidents.

Responsibilities

• Lead the Customer Experience function and set direction for customer service operations, service quality and customer engagement.
• Develop and maintain service standards, escalation frameworks, SOPs, response guidelines and service-recovery practices.
• Lead, coach and develop Customer Service Officers across omnichannels.
• Conduct regular customer service training and workshops for outlet staff.
• Oversee complex, high-risk complaints involving food safety, regulatory issues or reputational risk.
• Ensure investigations are fair, documented, and determine escalation and follow-up actions.
• Coordinate CX response during serious incidents with regulators, media, and customers.
• Partner with Operations to maintain outlet service standards and oversee the Mystery Shopper Programme.
• Analyze outlet complaints and Mystery Shopper findings to identify gaps and positive behaviours.
• Oversee the Mystery Shopper Programme design, sourcing and reporting.
• Review feedback sources to identify trends and emerging risks.
• Prepare regular reports on customer feedback, complaints and improvement actions.
• Monitor VOC and service-quality trends and effectiveness of corrective actions.
• Present findings and recommendations to stakeholders.

Skills

Leadership

Stakeholder management

Communication (written and spoken)

Analytical/problem solving

Report writing & recommendations

Prioritization under pressure

Independence

Organization

Customer experience mindset

Education

Diploma or degree in Business Management/Hospitality

Tools

Zendesk

Slack

Google Workspace

MS Office

ChatGPT

Job description

About the role

The Customer Experience Manager leads WOK HEY Group's Customer Experience function and ensures consistent, timely and appropriate service across all customer touchpoints. The role leads the Customer Service team, delivers training & service improvements, resolves complex complaints and escalations, sets service strategies and directions, analyses customer feedback and partners with Operations, Quality Assurance, Marketing and other teams to improve service across the brands. The role reports to the Director.

Key responsibilities

• Lead the Customer Experience function and set direction for customer service operations, service quality and customer engagement.

• Develop and maintain service standards, service principles, escalation frameworks, SOPs, response guidelines and service-recovery practices aligned with the brand values, operational realities and customer expectations.

• Lead, coach and develop Customer Service Officers and oversee daily customer service operations across omnichannels.

• Conduct regular customer service training, refresher sessions and practical workshops for outlet staff.

• Oversee complex, sensitive and high-risk complaints, including cases involving food safety, hygiene, service misconduct, media attention, regulatory authorities or reputational risk.

• Ensure investigations are fair, fact-based and properly documented, and determine appropriate escalation, service-recovery and follow-up actions.

• Coordinate the customer experience response during serious incidents, including visit to the customer, gathering and verifying information and supporting responses to customers, regulators, media platforms and other external parties.

• Partner with Operations to establish and maintain consistent outlet service standards and oversee the Mystery Shopper Programme.

• Analyse outlet complaints, operational feedback and Mystery Shopper findings to identify recurring gaps and positive service behaviours.

• Oversee the Mystery Shopper Programme, including sourcing shoppers, questionnaire design, scoring criteria, outlet coverage and reporting.

• Review complaints, compliments, enquiries, surveys and other feedback sources to identify trends and emerging risks.

• Prepare regular reports on customer feedback, complaints, service performance, risks and improvement actions.

• Monitor customer experience indicators such as VoC, service-quality trends and the completion and effectiveness of corrective actions.

• Prepare regular reports on customer feedback, complaints, service performance, risks and improvement actions.

• Present clear findings, root causes and recommendations to relevant stakeholders.

About you

• Diploma or degree in Business Management, Hospitality, or a related discipline.

• At least five years of relevant experience in customer service, contact centre operations, hospitality or food and beverage, including at least three years leading or supervising a customer service team.

• Strong understanding of complaint management, service recovery and customer communication.

• Strong leadership, coaching and stakeholder-management skills.

• Strong written and spoken communication skills, with the ability to prepare clear reports and recommendations and communicate confidently at all organisational levels.

• Strong analytical and root-cause problem-solving skills, with the ability to develop practical improvement actions.

• Able to manage competing priorities and make sound decisions under pressure while remaining objective, calm and professional.

• Organised and meticulous, with the ability to maintain accurate case and investigation records.

• Comfortable using digital tools, AI and communication platforms such as Zendesk, Slack, Google Workspace, MS Office, and ChatGPT.

• Able to work independently, take ownership of the Customer Experience function and support urgent incidents outside normal office hours when required.