Job Responsibilities:
- Strategic Leadership: Design and implement innovative customer experience strategies that align with company’s core values, while setting new benchmarks for retail excellence.
- Team Leadership & Development: Lead the Customer Experience Centre, inspiring a culture of high performance, collaboration, and accountability.
- Customer Journey Optimization: Continuously map and enhance the customer journey to ensure seamless, exceptional service at every touchpoint.
- Complaint & Issue Resolution: Manage the resolution of customer complaints and quality-related issues, implementing proactive solutions to foster satisfaction and brand loyalty.
- Data-Driven Insights: Leverage customer feedback and market data to identify trends, assess performance, and drive actionable improvements across all service channels.
- Training & Coaching: Develop and deliver ongoing training programs to ensure staff maintain the highest standards of service and performance.
- Cross-Department Collaboration: Partner with Sales, Aftersales, and Marketing teams to ensure alignment and deliver a cohesive and exceptional brand experience.
- Retail Standards Excellence: Establish and uphold retail standards that reflect company’s premium brand values, ensuring a consistent and exceptional experience in the showroom and customer interactions.
- Showroom Environment: Create an inviting and compelling retail atmosphere that enhances customer engagement and drives retention.
Job Requirements:
- Degree in Business, Communication, or any related field.
- Minimum 5 years of experience in customer experience or service management, ideally within the automotive industry.
- Proven experience leading teams and driving improvements in customer service and operational performance.
- Good strategic and analytical skills with experience in data-driven decision-making.
- Excellent communication and interpersonal abilities, capable of engaging effectively with stakeholders at all levels.
- In-depth knowledge of customer behaviour, service excellence, and retail standards.
- Proficient in customer relationship management (CRM) systems and Microsoft Office Suite.
Interested applicants please forward your updated resume to [email protected] or click on “Apply Now” button.
Liang Kai Yan Cayenne (R1874693)
Manpower Staffing Services (S) Pte Ltd
EA License No. 02C3423
