Senior Manager, Global Customer Service (Service Channel Management)

OCEAN NETWORK EXPRESS PTE. LTD.; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

A leading logistics company in Singapore is seeking a seasoned professional to develop and implement a multi-channel strategy for customer service. This role requires expertise in managing service channels, enhancing user experience, and driving performance improvements. Ideal candidates will have over 12 years of relevant experience, strong leadership skills, and a good understanding of AI technologies. Competitive compensation and dynamic work environment are offered.

Qualifications

• 12 - 15 years of experience in service-related interactions with customers.
• Proven leadership experience working with global teams.
• Strong analytical skills to interpret customer data.

Responsibilities

• Develop a multi-channel strategy for customer engagement.
• Enhance accessibility and user-friendliness of service channels.
• Define KPIs for service channels and monitor performance.

Skills

Leadership

Customer-centric communication

Analytical skills

Knowledge of AI & emerging technologies

Multi-tasking

Education

Master’s or Bachelor’s Degree in relevant field

Tools

CRM systems

Data Analytics & Visualization tools

Job description

Roles and Responsibilities

• Develop and implement a comprehensive multi-channel strategy that aligns with overall business objectives and customer needs, determining the optimal mix of case flows via email, chat, webforms, and phone
• Drive initiatives to enhance the accessibility and user-friendliness of all service channels, ensuring a smooth and intuitive customer journey
• Define and execute a channel prioritization strategy based on distinct customer segments, tailoring the service experience to their specific preferences and needs, directing case volumes to the appropriate channels
• Establish and maintain channel-specific service quality levels and performance targets, ensuring consistent and exceptional customer interactions across all touchpoints.
• Define and implement internal and external measurement criteria and KPIs for all service channels, leveraging case data and analytics to identify trends, areas for improvement, and opportunities for optimization
• Ensure that front-office usage of all service channels strictly adheres to global customer service (GCS) policies and criteria, maintaining consistency and compliance.
• Monitor and improve performance via comprehensive KPI dashboards and reporting mechanisms for all service channels, providing regular insights to stakeholders on performance and progress.
• Act as the primary business lead for all case-related frontline requirements across RHQs, tied to the designated service channels, driving improvement initiatives and ensuring operational excellence
• Monitor industry continously for best practices and emerging trends in customer service and channel management to identify innovative solutions and opportunities. Leveraging emerging technologies including AI and automation will be key
• Participate in any ad-hoc projects or assignments as required

Requirements

• Master’s or Bachelor’s Degree in Economics, Science, Engineering, Business, Logistics, or a related field
• Minimum 12 - 15 years of direct/ indirect experience in service related interactions with customers and service channels or business planning/ systems, preferably in the shipping or logistics
• Proven leadership experience working with global teams and service mindset
• Excellent communication and negotiation skills with a customer-centric approach
• Good understanding of AI & emerging technologies, digital tools and CRM systems
• Strong analytical skills and ability to interpret customer data for strategic decision-making
• Understanding of AI and emerging technologies
• Working knowledge of CRM and digital tools
• Data Analytics & Visualization
• Multi-tasking ability & comfortable with flexible workhours
• High drive and result-orientation
• This position reports to Head - Global Customer Service