Global Head of Customer Success

Swire Shipping; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global shipping leader in Singapore seeks a Global Head of Customer Success to drive customer strategy and enhance customer experience across regions. The ideal candidate has a minimum of 15 years in shipping or logistics, a strong customer service background, and is skilled in performance management. This key position offers a collaborative culture focused on continuous improvement and digital innovation.

Benefits

Inclusive workplace

Opportunities for professional development

Qualifications

• Minimum 15 years of experience in the shipping or logistics industry.
• Strong background in customer service or customer success.
• Advanced understanding of customer service operations.

Responsibilities

• Drive customer success strategy and execution across all regions.
• Oversee customer journey and ensure high customer satisfaction levels.
• Collaborate with various teams for continuous process improvements.

Skills

Customer-centric thinking

Performance management

Stakeholder engagement

Team coordination

Digital tools application

Education

Bachelor’s degree in Business, Supply Chain Management, Logistics

Tools

Phoenix (Solverminds)

CargoWise

Zendesk

Job description

Role Purpose (Why do we need this role?)

The Global Head of Customer Success is responsible for driving Swire Shipping’s customer success strategy and execution across all regions. The role works closely with regional teams and cross-functional departments to embed customer-centric thinking into daily operations. It collaborates with the Transformation team to lead process improvements, implement digital service channels, and enhance the overall customer experience. The role also partners with Global Shared Services to ensure consistent, scalable, and high-quality service delivery across markets.

Role Accountabilities (What is this role responsible for delivering?)

Customer Success Strategy

• Support the development and execution of Swire Shipping’s global customer success strategy to improve customer satisfaction, retention, and organic growth.
• Contribute to the implementation of the “Swire Way of Working” (SWOW) across the Customer Success (CS) function, ensuring consistent service standards and practices.

Team Coordination & Support

• Coordinate with regional and country-level CS teams, to ensure alignment and consistency in service delivery.
• Provide guidance on training, systems, and development initiatives to enhance team capability and customer value delivery.

Customer Experience & Engagement

• Oversee the customer journey to ensure a smooth, responsive, and differentiated experience across Swire Shipping and third-party agents.
• Monitor and support the achievement of customer satisfaction (CSAT), Net Promoter Score (NPS), and other key experience metrics.
• Collaborate with Commercial, Trade, Operations, Logistics, and Finance to identify and implement improvements across the customer lifecycle.

Process Improvement & Digital Enablement

• Work with the Transformation team to identify and implement process improvements and digital service channels that enhance customer experience and operational efficiency.

Performance & Cost Management

• Monitor CS budgets and resource utilization to balance cost efficiency with service quality.
• Track performance metrics, identify areas for improvement, and support the sharing of best practices across teams.

People & Culture

• Promote a collaborative and customer-focused culture that supports individual growth and team engagement.
• Support recruitment, succession planning, and retention efforts in partnership with HR and regional managers.
• Maintain open and transparent communication through regular meetings and updates.

Key Qualifications & Skills (What knowledge will ensure success in the role?)

Qualifications

• Minimum 15 years of experience in the shipping or logistics industry, with a strong background in customer service or customer success.
• Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field; equivalent relevant work experience may also be considered.
• Advanced understanding of customer service operations, with demonstrated success in leading complex service environments.

Technical Skills & Experience

• Strong background working with offshore or shared service centers, including performance oversight and process alignment.
• Experience applying digital tools and process automation solutions is an advantage.
• Proven ability to improve customer experience through service tools, systems, and digital platforms.
• Experience managing customer service or operations teams in logistics or shipping.
• Skilled in communication, stakeholder engagement, and workflow management.
• Customer-focused, with a track record of delivering measurable service improvements.
• Familiarity with customer service and ERP systems, including Phoenix (Solverminds) and CargoWise, as well as CRM and ticketing platforms Zendesk.

Leadership & People Skills

• Experience developing and supporting teams to achieve business and service outcomes.
• Ability to foster a collaborative and engaging team culture aligned with company values.
• Skilled in performance management, coaching, and professional development.
• Committed to transparent, two-way communication and building trust across teams and stakeholders.

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Swire Shipping is committed to ensuring equal equitable access and participation for persons who experience disability. SSL is committed to treating persons with disability in a way that allows them to maintain their dignity and independence. Reasonable adjustments can be made upon request based on understanding of those accommodations.

Across Swire Shipping, we seek to create a supportive and inclusive environment that embraces individuality and recognise the benefits that these differences make. We do this by ensuring that all individuals are treated with respect and understanding and actively promote Equal Employment Opportunity (EEO) and do not tolerate discrimination, harassment, bullying, retaliation, or intimidation of any kind. We are committed to driving the strategy, policies, and accountability to build and sustain a diverse global workforce, through equitable processes and systems where everyone can contribute their very best.