Customer Experience Manager

GMP Technologies; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

GMP Technologies is seeking a Customer Experience Manager to own end-to-end customer operations from quotation through order fulfilment and after-sales support. You will lead HubSpot CRM as the central platform, drive visibility, and partner with Sales on pricing, pipeline, and strategy.

You will also develop dashboards, monitor KPIs, and push continuous improvement across workflows while coaching a high-performing Customer Experience team in a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Engineering, or related field.
• 5–10 years in customer operations, sales support, or commercial roles.
• Proven experience managing or optimizing CRM systems (HubSpot preferred).
• Strong commercial acumen with understanding of pricing, margins, and sales processes.

Responsibilities

• Own end-to-end customer operations from quotation to order fulfilment.
• Lead CRM as a core platform to drive visibility, discipline, and insights.
• Support Sales with pricing, pipeline, and customer strategy.
• Develop dashboards and actionable insights for management decision-making.
• Drive continuous improvement and automation across workflows.
• Lead and develop the Customer Experience team.

Skills

CRM management

Customer operations

Leadership

Data analytics

Process improvement

Automation

Stakeholder management

Education

Bachelor's degree

Tools

HubSpot

Job description

About the job Customer Experience Manager

Key Roles

• Own end-to-end customer operations across quotation, order management, and account servicing.
• Lead CRM as a core business platform to drive visibility, discipline, and insights.
• Support Sales with strong commercial judgment across pricing, pipeline, and customer strategy.
• Drive continuous improvement, standardization, and automation across workflows.
• Build, lead, and develop a high-performing, customer-centric team.

Job Responsibilities

• Oversee daily execution of quotations, order processing, and customer requests, ensuring high standards of accuracy, responsiveness, and service quality.
• Manage end-to-end customer operations from quotation through order fulfilment and after-sales support.
• Monitor and improve turnaround times, service levels, and customer satisfaction metrics.
• Own and optimize CRM (HubSpot) as the central platform for customer and sales operations.
• Ensure data accuracy, pipeline visibility, and reporting consistency across teams.
• Develop dashboards and generate actionable insights to support management decision-making.
• Drive CRM adoption and implement automation to improve efficiency and reduce manual work.
• Partner closely with Sales on quotation quality, pricing execution, and deal progression.
• Apply commercial judgment to balance competitiveness, margins, and customer value.
• Track pipeline health, conversion rates, and customer trends to identify opportunities.
• Identify inefficiencies and redesign workflows to improve scalability, consistency, and speed.
• Implement SOPs and best practices across customer operations.
• Lead continuous improvement initiatives aligned with business objectives and principal standards.
• Lead, coach, and develop the Customer Experience team to build a high-performance culture.
• Set KPIs, monitor performance, and drive accountability across the team.
• Foster a customer-centric, proactive, and results-driven mindset.
• Other duties and assignments as assigned from time to time.

Job Responsibilities

• Bachelor's degree in Business, Engineering, or a related discipline
• 5-10 years of relevant experience in customer operations, sales support, or commercial roles
• Proven experience managing or optimizing CRM systems (HubSpot preferred)
• Strong commercial acumen with understanding of pricing, margins, and sales processes
• Experience in B2B industrial, engineering, or distribution environments is highly preferred
• Prior experience in team leadership and people management