Customer Service Manager (Customer Experience Lead)

AMACHA CHAPTER THREE PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

AMACHA CHAPTER THREE PTE. LTD. is seeking a Customer Service Manager to champion elevated hospitality and a warm, heritage-driven brand culture across its outlets in Singapore.

You will build and lead a comprehensive customer experience system that engages guests from walk-ins to online orders and collaborates with Ops, Marketing, and Supply Chain to drive continuous improvement. You will mentor store teams, design onboarding and training materials, manage feedback loops, and ensure timely

Qualifications

• Experience building and leading a customer experience program.
• Ability to design and implement service standards and training.
• Proven track record in coaching store teams for consistent hospitality.

Responsibilities

• Build, implement, and maintain elevated hospitality across outlets.
• Lead training for baristas and store teams; develop onboarding materials.
• Analyse guest feedback and drive action plans with clear KPIs.
• Collaborate with Ops, Marketing, and Supply Chain to resolve service bottlenecks.
• Prepare weekly/monthly CX reports and communicate insights to management.

Skills

Customer service

Team leadership

Training

Quality assurance

Tools

CRM software

Job description

Full-Time · Singapore

About the Role

As AMACHA enters its next phase of expansion, we are looking for a Customer Service Manager who will champion AMACHA’s signature experience: elevated hospitality, consistency, and a warm, heritage-driven brand culture.

You will build and lead a customer experience system that ensures every guest — from walk-ins to online orders — feels cared for, heard, and connected to AMACHA. You will manage all service touchpoints, oversee guest feedback loops, support store teams in service execution, and work closely with Ops, Marketing, and Supply Chain teams to drive continuous improvement.

This role directly supports the Store Managers and reports to the Operations Director.

Key Responsibilities

1. Customer Experience & Service Quality

Build, implement, and maintain AMACHA’s service standards and “Elevated Hospitality” framework across all outlets. Monitor customer interactions across channels (in-store, WhatsApp, Google Reviews, IG/RED comments, Grab Food/Deliveroo). Identify service gaps and ensure timely resolution of guest issues. Lead service recovery initiatives and empower outlets with the right tools/scripts.

2. Training, Coaching & Team Culture

Conduct regular service training for baristas and store teams — product knowledge, guest conversation flow, elevated hospitality, situational service. Collaborate with Ops & HR to build structured onboarding for new staff (FT + PT).Coach Store Managers on leadership and guest engagement. Prepare training materials, SOPs, and service playbooks; maintain documentation .

3. Feedback & Quality Assurance

Analyse guest feedback from reviews, surveys, and social media and turn insights into action plans.

Track key KPIs:

• Customer satisfaction score
• Response time
• Review ratings
• First-contact resolution rate
• Complaints vs repeat visits trend

Conduct periodic store audits on hospitality, cleanliness, and product consistency.

Coordinate with Marketing on messaging for sensitive TCM-related questions while avoiding unapproved health claims.

4. Process Improvement & Operations Support

Work closely with Ops to solve recurring service bottlenecks (queue management, order flow, packaging).Identify customer-experience pain points and propose solutions that improve speed and consistency .Support launch of new outlets with pre-opening training and service readiness. Assist in building internal systems for handling customer inquiries, complaints, and escalations.

5. Reporting & Management

Prepare weekly and monthly CX reports with analysis, trends, and recommendations .Provide management with insights on customer behaviour, top liked vs disliked products, and operational pain points. Own the “customer-first culture” across AMACHA as the brand expands.