Service Performance & Insights Manager

FairPrice Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

FairPrice Group is seeking a Manager for Customer Service within the Supply Chain unit to oversee end-to-end service performance across a high-volume operation. You will strengthen reporting, drive NPS initiatives, and lead a team through peak periods while coordinating with Distribution Centre Operations, Transport, and Retail.

You will analyse operational data to identify patterns, define reporting standards, and deliver evidence-based recommendations to Supply Chain leadership.

Qualifications

• Degree or tertiary qualification with minimum 2 years in retail, ecommerce or customer service.
• Minimum 6–8 years in customer service or supply chain ops with track record in service management.
• Proven team management experience (team lead/supervisor).
• Working knowledge of WMS and TMS systems.
• Strong Excel skills; dashboarding/visualisation experience is a plus.
• Experience defining reporting frameworks and KPIs; familiarity with NPS/satisfaction surveys.

Responsibilities

• Own end-to-end service performance for the Customer Service function and KPIs.
• Handle peak period queries alongside the team to maintain service levels.
• Act as senior escalation point for critical store issues across DC, Transport.
• Maintain data capture standards and service management platform categorisation.
• Manage monthly store NPS survey cycle and follow-up on issues.
• Analyse ticket, fulfilment, and returns data to identify failure patterns and impact.
• Prepare dashboards and insights packs for leadership reviews.
• Evaluate and improve service workflows to reduce handling time and maintain quality.
• Oversee store-initiated returns and claims with reference to WMS/TMS evidence.
• Represent store voice in Supply Chain reviews and stakeholder engagement.

Skills

Service performance ownership

Escalation management

Reporting & data standards

Store feedback & NPS

Service analysis & insight

Leadership reporting

Process improvement

Stakeholder management

WMS/TMS knowledge

Excel skills

Dashboarding/visualisation

Education

Degree or tertiary qualification

Tools

SAP

Zendesk

ServiceNow

Job description

FairPrice Group is seeking a Manager for Customer Service within the Supply Chain unit to oversee end-to-end service performance across a high-volume operation. You will strengthen reporting, drive NPS initiatives, and lead a team through peak periods while coordinating with Distribution Centre Operations, Transport, and Retail.

You will analyse operational data to identify patterns, define reporting standards, and deliver evidence-based recommendations to Supply Chain leadership.