Customer Success Manager (Shipping)

Talent Titans Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Talent Titans Pte Ltd in Singapore is recruiting a Customer Success Manager (Shipping) to lead a global customer experience transformation. You will simplify the end-to-end journey across online, self-service and frontline channels to deliver a smoother, more transparent experience while boosting efficiency and results.

This is a full-time, manager-level role requiring deep experience in customer experience transformation in shipping or logistics, with hands-on delivery of journey redesign,

Qualifications

• Bachelor's or Master's degree required.
• 10+ years in customer experience or transformation within shipping/logistics or customer-facing industries.
• Hands-on CX transformation experience (digital engagement, self-service, journey mapping) preferred.
• Lean or Six Sigma Green/Black Belt is a plus.
• Proven record leading customer outcomes-focused transformations, not just tech.
• Strong analytics, communication and collaboration skills; able to influence senior stakeholders.
• Proactive, results-driven with a mindset for process improvement.
• Experience with performance management frameworks.
• Knowledge of shipping services, products, terms and practices.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI).
• Fluent written and spoken English.

Responsibilities

• Lead the global customer experience transformation roadmap and prioritise digitisation initiatives.
• Plan and deliver CX training and capability building across channels.
• Shape and run CX initiatives to digitise interactions and simplify journeys.
• Lead digital journey projects like portals, online engagement, self-service adoption.
• Identify manual interactions to move to digital while preserving frontline support for complex needs.
• Map processes, govern and improve them for better efficiency and compliance.
• Translate feedback and data into practical improvements.
• Coordinate across functions to align tools, design, standards and the customer journey vision.
• Set and track success measures for satisfaction, adoption, efficiency and results.

Skills

Analytical skills

Communication skills

Collaboration skills

Leadership/mentoring

Education

Bachelor's or Master's degree

Tools

Excel

PowerPoint

Word

SharePoint Online

Visio

Power BI

Job description

About the job Customer Success Manager (Shipping)

About the role

Our client, a shipping company in Singapore, is looking for a Customer Success Manager to lead its global customer experience transformation. You will make the end-to-end customer journey simpler, more digital and more personal across online, self-service and frontline channels, so that customers enjoy a smooth and transparent experience while the business gains in efficiency, consistency and results. This is a full-time, manager-level role.

What you will do

• Manage customer experience performance across the agency network.
• Plan and deliver customer experience training and capability building.
• Shape and run the customer experience transformation roadmap: pick and prioritise initiatives that digitise interactions, redesign key journeys and simplify service touchpoints.
• Lead digital journey projects such as customer portals, online engagement, digital documents, shipment visibility, exception handling, proactive updates, automation and self-service adoption, keeping them easy to use and scalable.
• Find manual or repetitive customer interactions that can move to digital and self-service channels, while keeping personal frontline support for complex or high-value needs.
• Map and document processes, oversee their governance and compliance, and drive process improvements where needed.
• Turn customer feedback, frontline insights, stakeholder input and performance data into practical improvements.
• Work across functions and with stakeholders to align digital tools, process design, service standards and frontline behaviour to one clear customer journey vision.
• Set success measures and track the impact of initiatives on satisfaction, adoption, efficiency, service quality and business results.

Requirements

• Bachelor's or Master's degree.
• At least 10 years in customer experience, customer experience transformation, journey redesign, process excellence or service transformation, within shipping or logistics or another customer-facing industry.
• Hands‑on experience of a customer experience transformation (digital engagement, portal adoption, self‑service, journey mapping or frontline service improvement) is highly preferred.
• Lean or Six Sigma Green Belt or Black Belt certification is a plus.
• Proven record of leading transformation that focuses on customer outcomes, not just technology.
• Strong analytical, communication and collaboration skills, able to lead through others and work with senior stakeholders.
• Proactive and results‑driven, ready to challenge the current way of working, with a strong process improvement mindset.
• Experience with performance management frameworks.
• Knowledge of shipping services, products, terms and practices.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI).
• Fluent written and spoken English.