Senior Specialist/Manager Customer Experience

Porsche; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

A leading luxury automotive company is seeking a Senior Specialist/Manager Customer Experience to enhance the customer journey and drive market performance in Singapore. The ideal candidate will manage key initiatives, support regional markets, and develop programs to retain and attract customers. Applicants should have a relevant degree and over five years of experience in luxury automotive or related fields, along with strong project management and interpersonal skills.

Qualifications

• 5+ years of relevant experience in luxury automotive, premium hospitality, or a related area.
• Fluency in English; additional regional languages are advantageous.
• Ability to thrive in a multicultural environment.

Responsibilities

• Enhance the end-to-end customer journey to maximize excitement at each touchpoint.
• Manage and drive regional market performance of Customer Experience KPIs.
• Develop omni-channel programs to retain and attract customers.

Skills

Project management

Data analysis

Interpersonal skills

Communication 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