Head of Customer Experience & Service Transformation

SPH Media Limited; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

SPH Media Limited is seeking a Head of Customer Service to lead the end-to-end operations of its multi-channel Contact Center (calls, emails, chats, and walk-ins) and the subscription processing unit. The role aims to turn traditional support into a low-effort, emotionally intelligent experience.

The leader will drive continuous improvements, harnessing human empathy and AI automation to boost retention, streamline workflows, and deliver a seamless digital and physical lifecycle for subscribers.

Responsibilities

• Oversee the daily operations of the Contact Center and subscription processing workflows.
• Drive integration of advanced contact center tools (Generative AI, chatbots, and automated analytics) to handle routine tasks.
• Develop KPIs and data analytics frameworks to measure operational health.
• Collaborate with Project & Operations and Digital as well as Consumer Marketing to ensure operational readiness for initiatives and campaigns.
• Plan budgets and develop a comprehensive customer service roadmap aligned with SPH Media's digital transformation goals.

Job description

SPH Media Limited is seeking a Head of Customer Service to lead the end-to-end operations of its multi-channel Contact Center (calls, emails, chats, and walk-ins) and the subscription processing unit. The role aims to turn traditional support into a low-effort, emotionally intelligent experience.

The leader will drive continuous improvements, harnessing human empathy and AI automation to boost retention, streamline workflows, and deliver a seamless digital and physical lifecycle for subscribers.