Regional Head of Customer Experience

HELLMANN SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A logistics company based in Singapore is looking for a Customer Experience Manager to act as the voice of the customer and enhance service performance. The role involves monitoring KPIs, streamlining processes, and improving the digital customer experience. Successful candidates will influence organizational goals, build long-term client relationships, and facilitate training workshops to elevate CX maturity across the company.

Responsibilities

• Act as the voice of the customer internally, representing client needs.
• Monitor and analyse customer satisfaction KPIs for service improvement.
• Collaborate with teams to streamline processes and reduce errors.
• Influence the organization to set CX goals and coach performance.
• Build long-term relationships with customers through regular check-ins.
• Work with technology teams to enhance customer portals and tracking.
• Facilitate workshops to uplift CX maturity across the organization.

Job description

Responsibilities

• Customer Advocacy: Act as the voice of the customer internally, representing client needs and expectations across departments
• Service Performance: Monitor and analyse agreed customer satisfaction KPIs then develop and implement action plans to improve service delivery
• Process Improvement: Collaborate with cross-functional teams and work towards streamlining processes, reducing errors, and enhancing communication along the logistics chain
• Leadership: Influence different parts of the organisation to set CX goals and coach performance
• Client Engagement: Together with the sales organisation, build long-term relationships with a variety of customers through regular check-ins, performance reviews and proactive service improvements
• Digital Experience: Work with technology teams to enhance customer portals, tracking systems and other digital interfaces that improve usability and transparency
• Training and Development: Facilitate knowledge sharing workshops and coaching to uplift CX maturity across the organisation