Customer Experience Manager

pinyan international geomancy pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

pinyan international geomancy pte. ltd. is seeking a Retail Customer Experience Manager to shape the end-to-end shopping journey in-store. You will deliver personalized service, analyze feedback, and reduce friction across physical and digital touchpoints to foster brand loyalty.

You will lead training on product knowledge, empathy, and conflict resolution, and work with store teams to align promotions, merchandising, and operations to enhance customer satisfaction and retention.

Qualifications

• Bachelor’s degree or equivalent in a related field and retail experience.
• 3–5 years in retail management, customer service leadership, or hospitality.
• Strong verbal and written communication skills.
• High emotional intelligence and conflict-resolution abilities.
• Data-driven mindset with CRM/feedback platforms and POS familiarity.
• Ability to work flexible retail hours, including weekends and holidays.

Responsibilities

• Map and oversee the in-store customer experience across touchpoints.
• Design and conduct regular training on product knowledge, empathy, and conflict resolution.
• Track and report KPIs such as NPS, CSAT, and CES to guide improvements.
• Resolve escalated inquiries and service recoveries with professionalism.
• Collaborate with store management, visual merchandising, marketing, and inventory teams.
• Utilize CRM, POS feedback tools, and analytics to tailor engagement strategies.

Skills

Customer service leadership

Emotional intelligence

Communication skills

Data-driven mindset

CRM familiarity

Education

Bachelor’s degree or equivalent

Tools

CRM software

POS software

Job description

Role Summary The Retail Customer Experience Manager is responsible for shaping and elevating the end-to-end shopping journey within the store. You will deliver exceptional, personalized service, analyze customer feedback, and eliminate friction points across physical and digital touchpoints to build lasting brand loyalty and drive repeat business.

Responsibilities

• Map and oversee the entire in-store customer experience, including greeting, merchandising flow, checkout, and post-purchase follow-up to optimize customer satisfaction
• Design and conduct regular training sessions on product knowledge, empathy, and conflict resolution to enhance team capabilities
• Track, analyze, and report key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to inform improvement strategies
• Resolve escalated customer inquiries, complaints, and service recoveries with professionalism and empathy to convert negative experiences into positive brand interactions
• Collaborate with store management, visual merchandising, marketing, and inventory teams to align promotional campaigns and store layouts with customer expectations
• Utilize CRM software, POS feedback tools, and analytics platforms to gather customer insights and tailor engagement strategies effectively

Preferred competencies and qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, or equivalent retail experience
• Minimum of 3–5 years in retail management, customer service leadership, or hospitality with proven success in improving customer retention and team performance
• Demonstrated verbal and written communication skills applied in customer-facing and team leadership contexts
• Strong emotional intelligence, active listening, and conflict-resolution skills demonstrated in managing customer and team interactions
• Data-driven mindset with familiarity using CRM systems, feedback collection platforms, and retail POS software
• Ability to work flexible retail hours, including weekends, holidays, and peak shopping seasons, with physical stamina for standing or walking extended periods