Senior Specialist/Manager Customer Experience

Porsche Asia Pacific Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading global luxury automotive company is seeking a Senior Specialist/Manager Customer Experience in Singapore. The role focuses on enhancing the customer journey through strategic initiatives and KPI management, requiring 5+ years in the luxury or hospitality sector. The ideal candidate possesses strong project management, analytical skills, and is fluent in English. This is an opportunity to work in a dynamic multicultural environment and directly impact customer satisfaction across the Asia Pacific region.

Qualifications

• 5+ years relevant working experience in luxury automotive or premium hospitality.
• Required project management and data analytical skills.
• Fluency in English, additional regional languages are a plus.

Responsibilities

• Support strategy implementation to enhance the digital and physical customer journey.
• Manage and drive regional market performance of Customer Experience KPIs.
• Develop omni-channel programs to retain/upgrade existing customers.

Skills

Project management

Data analytical skills

Communication skills

Interpersonal skills

Education

Bachelor's or Master's degree in business administration or related field

Job description

Porsche Asia Pacific is hiring a Senior Specialist/Manager Customer Experience to be part of the regional Marketing team, who will report to the Senior Manager Brand & Customer Experience.

Porsche Asia Pacific Pte Ltd commenced operations on October 1st, 2001 and was founded to give Porsche closer ties with Asia Pacific markets that are becoming increasingly important. Porsche Asia Pacific supports the operation of importers and dealers in 13 countries: Brunei, Cambodia, French Polynesia, Indonesia, Malaysia, Mongolia, New Caledonia, New Zealand, the Philippines, Singapore, Sri Lanka, Thailand and Vietnam.

Tasks

Support strategy implementation of key initiatives to enhance the end-to-end digital and physical customer journey, from brand discovery to post-purchase, ensuring it reflects Porsche's commitment to excellence, maximizing customer excitement at each individual touchpoint.

Manage and drive regional market performance of Customer Experience KPIs to ensure continuous improvement and focus.

Support and accelerate regional markets adoption of transformation initiatives, including customer journey onboarding, service standards training, and best practices.

Develop omni-channel programs to retain/upgrade existing customers and attract new strategic customer groups.

Review customer insights and develop analysis to identify new opportunities for organisation-wide improvement.

Coordinate effective and efficient customer service standards, processes and communications, across regional markets to ensure customer concerns are addressed and resolved in a timely and appropriately manner.

Develop and drive customer experience related special projects and other cross-functional projects, as required.

Requirements

Bachelor's or Master's degree in business administration, management studies or other relevant degree

Ideally 5+ years relevant working experience in luxury automotive, premium hospitality or related business area

Very well-established project management and data analytical skills, and aptitude for technology and systems

Highly motivated team player with excellent communication and interpersonal skills

Fluency in written and spoken English as minimum; additional regional language skills advantageous

Willingness to work in a multicultural environment with occasional business travel within the Asia Pacific region and Europe