Customer Experience & Relations Lead

shein star pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Job summary

SHEIN Star is seeking a Customer Relations Manager to deliver exceptional service, resolve customer issues promptly, and enhance customer experience through data-driven insights and cross-department collaboration.

You will build strong client relationships, respond to inquiries across channels, analyze customer data, and work with marketing, sales, logistics and product teams to optimize the customer journey and retention programs.

Qualifications

• Bachelor's Degree in Business, or Diploma in Marketing, Communications, or a related field, or equivalent professional experience.
• Minimum 2 years of experience in a customer-facing role demonstrating strong problem-solving and time management skills.
• Proven track record of developing and executing customer relations strategies.
• Strong communication and interpersonal skills to collaborate effectively with internal teams.

Responsibilities

• Build and sustain positive relationships with existing clients to foster loyalty and satisfaction.
• Respond promptly and efficiently to customer inquiries across email, phone, and social media channels to ensure high-quality service.
• Analyze customer data to identify patterns and insights that inform CRM improvements.
• Collaborate with marketing, sales, logistics, and product teams to optimize the customer experience journey.
• Manage customer interactions, inquiries, and complaints across multiple channels to resolve issues.
• Support customer retention initiatives by implementing customized marketing campaigns and loyalty programs.
• Monitor and evaluate customer feedback to identify opportunities for product and service enhancements.
• Stay informed on CRM best practices to continuously improve processes and engagement.

Skills

Strong communication

Problem-solving

Time management

Interpersonal skills

Education

Bachelor's or Diploma in related field

Job description

SHEIN Star is seeking a Customer Relations Manager to deliver exceptional service, resolve customer issues promptly, and enhance customer experience through data-driven insights and cross-department collaboration.

You will build strong client relationships, respond to inquiries across channels, analyze customer data, and work with marketing, sales, logistics and product teams to optimize the customer journey and retention programs.