Omnichannel Pet Experience Lead

RO PAWS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

RO PAWS PTE. LTD. is seeking a Store & Customer Experience Lead to oversee service standards across physical stores and online channels. You will mentor the frontline team, handle escalated customer issues, and drive loyalty programs and store events.

The role requires strong leadership in service delivery, people management, data protection awareness, and operational controls. Join a growing pet-care brand in Singapore with a focus on animal welfare and exceptional customer care.

Responsibilities

• Lead the customer experience across stores and online channels, including service standards, pet-owner consultations and after-sales care.
• Recruit, train, coach and schedule frontline team (sales associates, pet care advisors and groomers) and maintain their knowledge.
• Handle escalated complaints, refunds, exchanges and live-animal health guarantee claims within authority limits and follow up until resolved.
• Track and report customer experience measures, including Net Promoter Score, satisfaction, resolution time, repeat-purchase and loyalty rates.
• Run the voice-of-customer programme (surveys, reviews, mystery-shopper feedback) and the loyalty programme, in coordination with marketing and e-commerce.
• Plan and deliver in-store events such as adoption drives, pet workshops, and promotions, including peak-season readiness.
• Ensure the store meets hygiene, animal welfare and safe handling standards, and report any welfare or health concern about an animal immediately.
• Protect customer personal data and comply with data protection and marketing-consent procedures.
• Carry out cash-handling, inventory, and opening/closing controls as delegated.
• Perform any other duties reasonably related to the role, including covering other outlets.

Job description

RO PAWS PTE. LTD. is seeking a Store & Customer Experience Lead to oversee service standards across physical stores and online channels. You will mentor the frontline team, handle escalated customer issues, and drive loyalty programs and store events.

The role requires strong leadership in service delivery, people management, data protection awareness, and operational controls. Join a growing pet-care brand in Singapore with a focus on animal welfare and exceptional customer care.