Senior Manager, Customer Service

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

The Head, Customer Service is responsible for spearheading the end-to-end operations of SPH Media’s multi-channel Contact Center (calls, emails, chats and walk-ins) alongside the subscription processing unit. The core focus of this role is to transform traditional customer support into a modern, low-effort, emotionally intelligent experience.

This leader will champion continuous operational improvements, leveraging a blend of human empathy and AI-driven automation to enhance customer retention, optimize operational workflows, and deliver a frictionless digital and physical lifecycle for all SPH Media subscribers.

Job Responsibilities

Operational Excellence & Multi-channel Management

Oversee the daily operations of the Contact Center and subscription processing workflows. Establish, monitor, and continuously elevate service benchmarks such as service level, maximizing First Contact Resolution (FCR) and Customer Satisfaction (CSAT) across channels.

Process Optimization & Technical Innovation

Identify operational gaps, review existing business practices, and execute transformation roadmaps. Drive the integration of advanced contact center tools (e.g., Generative AI assistance, conversational chatbots, and automated analytics) to handle routine tasks, allowing the frontline team to focus on complex, high-empathy customer resolutions and customer retention. Drive capacity planning, forecasting, and resource optimization strategies to ensure a highly scalable and cost-effective operations model.

Data-Driven Strategy & Insights

Review and refine key performance indicators (KPIs) and data analytics frameworks to measure operational health. Translate frontline data, customer sentiment, and operational capacity trends into actionable long-term strategies, providing structured feedback to cross-functional business units.

Cross-Functional Project Leadership

Act as the primary customer experience stakeholder in key enterprise initiatives. Collaborate closely with the following teams such as but not limited to

• Project & Operations and Digital on next-generation CRM developments (requirement gathering, user testing, and deployment) and with
• Consumer Marketing to ensure operational readiness for new product/campaign rollouts and churn reduction

Strategic & Financial Planning

Develop, execute, and align a comprehensive customer service roadmap as well as budget that supports SPH Media’s digital transformation goals taking into consideration anticipated shifts in media consumption and subscriber behavior.

People Leadership & Talent Development

Recruit, inspire, and upskill a high-performing Customer Service team. Cultivate a strong culture of resilience, inclusion, and adaptability, ensuring team leaders are equipped with real-time analytics to coach frontline agents effectively.