Customer Success Manager (Shipping)

TALENT TITANS PTE. LTD.; Singapore; Presencial; SGD 150 000 - 210 000; Tempo integral

Resumo da oferta

TALENT TITANS PTE. LTD. in Singapore seeks a senior Customer Success Manager to lead a global customer experience transformation. You will simplify journeys, digitise interactions and personalise support across online, self-service and frontline channels to boost efficiency and consistency. This is a full-time, manager-level role.

You will drive end-to-end CX initiatives, design governance, and align cross-functional teams to deliver measurable improvements in satisfaction and business outcomes.

Qualificações

• Bachelor's or Master's degree is required.
• At least 10 years in customer experience or related fields in shipping/logistics or customer-facing industries.
• Hands-on experience transforming customer experience (digital, self-service, journey mapping).
• Lean or Six Sigma Green/Black Belt is a plus.
• Proven record of leading customer-outcome focused transformations.
• Srong analytical, communication and collaboration skills; able to lead through others.
• Proactive, results-driven, with strong process improvement mindset.
• Experience with performance management frameworks.
• Knowledge of shipping services, products, terms and practices.
• Advanced MS Office skills: Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI.
• Fluent in written and spoken English.

Responsabilidades

• 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, prioritising digitisation and redesigned journeys.
• Lead digital journey projects like portals, online engagement, digital documents and shipment visibility.
• Identify manual interactions that can move to digital and self-service while keeping frontline support for complex needs.
• Map and document processes, govern them and drive improvements.
• Turn feedback and data into practical improvements.
• Align digital tools, process design and service standards across functions.
• Set success measures and track impact on satisfaction, adoption, efficiency and results.

Conhecimentos

Customer Experience

Stakeholder Management

Leadership

Analytical Skills

Communication

Collaboration

Process Improvement

Formação académica

Bachelor's or Master's degree

Ferramentas

Excel/PowerPoint/Word

SharePoint Online

Visio

Power BI

Descrição da oferta de emprego

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.