Footwear Operations & Customer Experience Leader

Crocs, Inc.; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Job summary

Crocs, Inc. in Singapore invites a seasoned Customer Operations leader to oversee order management, service quality, and cross‑functional collaboration. You’ll coach teams, drive data‑driven improvements, and manage SAP-based order processing in a fast-paced footwear retail environment.

This role emphasizes scalability, process optimization, and talent development, with flexible in-office and remote work options across our Singapore operations.

Qualifications

• Bachelor’s Degree in Business, Supply Chain, Marketing, or related field.
• Minimum 5 years in Customer Service, Order Management, or Customer Operations within footwear/retail.
• At least 3 years of proven people leadership experience, including coaching, performance management, and team development.
• Strong understanding of end-to-end order-to-cash processes, including order management, fulfilment, customer compliance requirements, and issue resolution.
• Footwear or fashion industry experience is required, with a solid understanding of seasonal business cycles and wholesale operations.
• Advanced SAP operational knowledge is required, with hands-on experience in order processing, delivery management, and customer master data maintenance.
• Demonstrated ability to drive operational improvements through data analysis, process optimization, and cross-functional collaboration.
• Excellent communication, stakeholder management, and problem-solving skills, with a strong customer-centric mindset and the ability to thrive in a fast-paced environment

Responsibilities

• Govern order book management with accuracy and timely deliveries.
• Respond to customer concerns and resolve escalations promptly.
• Support peak trading periods ensuring service quality.
• Foster cross-functional partnerships for seamless communication and issue resolution.
• Coach and develop team, identify career progression opportunities and drive performance.
• Create, maintain, and analyze KPIs to monitor team performance.
• Drive continuous improvement via data-driven methodologies and tech adoption.
• Lead special projects contributing to departmental objectives.
• Support recruitment and workforce planning to grow the team.
• Drive digital transformation with B2B portal adoption across accounts.
• Ensure compliance with policies and standards.
• Provide backup support to peer Managers and the Director as needed.

Skills

People leadership

SAP

Order management

Customer service

Data analysis

Stakeholder management

Education

Bachelor’s degree in Business, or related field

Tools

SAP

Job description

Crocs, Inc. in Singapore invites a seasoned Customer Operations leader to oversee order management, service quality, and cross‑functional collaboration. You’ll coach teams, drive data‑driven improvements, and manage SAP-based order processing in a fast-paced footwear retail environment.

This role emphasizes scalability, process optimization, and talent development, with flexible in-office and remote work options across our Singapore operations.