Regional Customer Experience & Service Leader

HRnetOne; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

HRnetOne is seeking a senior Centre Operations and Customer Service leader in Singapore to drive performance across workshop operations, training, and regional customer service. You will mentor mid-to-large teams, manage budgets, and align processes with global standards while delivering exceptional client experiences.

The role requires 8–10 years of relevant experience, strong analytics, and a strategic mindset to partner with regional and global stakeholders.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 8–10 years in Customer Service, After-Sales, Operations or Workshop Management.
• Experience leading medium to large teams in a service/technical environment.
• Experience in regional or multinational organisations.
• Strong data analytics, KPIs and business metrics understanding.
• Experience budgeting, forecasting and resource planning.
• Excellent communication and stakeholder management.
• Background in luxury goods, watchmaking or technical services is a plus.

Responsibilities

• Lead, coach and develop cross-functional teams across workshop ops, customer service admin and training.
• Foster a high-performance culture aligned with leadership principles.
• Drive talent development, succession planning, recruitment and engagement.
• Own end-to-end centre operations: quality, turnaround and client experience.
• Track capacity and workload to maximise efficiency and delivery.
• Maintain CS processes aligned with Group requirements.
• Serve as reference Centre for SEA, supporting CS activity regionally.
• Oversee CS Training Centre and grow capability regionally.
• Oversee authorised repair centre network for standards alignment.
• Analyse performance data to lift productivity, quality and satisfaction.
• Lead continuous improvement and transformation projects.
• Own budgeting, forecasting and resource planning.
• Establish and monitor KPIs; deliver reporting and insights.
• Support strategic decisions with data analysis and recommendations.
• Ensure compliance with CS policy, quality and controls; support audits and risk.
• Build partnerships with regional/global stakeholders.

Skills

Leadership

People management

Analytical skills

Budgeting & forecasting

Stakeholder management

Strategic thinking

Education

Bachelor's degree in Business Administration, Engineering, Operations Management or related field

Job description

HRnetOne is seeking a senior Centre Operations and Customer Service leader in Singapore to drive performance across workshop operations, training, and regional customer service. You will mentor mid-to-large teams, manage budgets, and align processes with global standards while delivering exceptional client experiences.

The role requires 8–10 years of relevant experience, strong analytics, and a strategic mindset to partner with regional and global stakeholders.