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 or click on Apply Now button.
Liang Kai Yan Cayenne (R1874693)
Manpower Staffing Services (S) Pte Ltd
EA License No. 02C3423
