Customer Experience Manager

2 weeks ago


Orchard Road, Singapore Adecco - GS Perm Full time
Minimum of 3-4 years in Customer Service experience

  • Prior experience as Supervisor or Manager and leading a team
  • Short notice is required


To mentor, train, and lead the Customer Experience team to ensure to provide a high level of customer excellence service to all their clients.

Adecco is partnering with a fitness, wellness and lifestyle hubs where they're providing convenient and cost effective centers to the tenants, are looking for Customer Experience Manager to join the Team A great opportunity to work as an ambassador, in a fun, diverse and renown team

Talent Management

  • Managing the department with teams spread across different locations.
  • Responsible for hiring and training the CEE.
  • Working directly with each location to provide leadership and guidance.
  • Perform review of work performance and identify any obstacles and/or opportunities but not limited to quarterly appraisals.

Operation

  • Ensure that scheduling of manpower is optimized
  • Ensure feedback is addressed in a timely manner, not limited to working with other departments to close the loop on the feedback.
  • Management of retail inventory at each outlet.
  • Ensure company's regulations and terms of use of the space is respected and adhered
  • Endofday sales records are accurate and reconciled.

Performance Management

  • Defining and tracking success metrics for the overall customer experience of clients and guest.
  • Creation and execution Customer Experience playbook and a structured training plan.
  • Creation, implementation and continuous improvement of SOP to achieve the Success Metrics of the business.
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience.
  • Develop programs effective to improved CE.
  • Develop strategies/ initiatives to improve retail sales at each outlet.

Budget Management

  • Manage the budgets allocated to the department.
  • Work closely with the Operations department to optimise ops budget.

Job Requirements**:

  • At least 3 years of experience in customer service
  • Have been in a supervisory or managerial role with experience leading a team.
  • Strong interpersonal relationship building skills, leadership, prioritisation and communication skills.
  • You have a 360 view of business and is able to consider the implications to the customer experience holistically should there be any changes to the business needs.
  • Ability to work collaboratively in a crossfunctional team.
  • Have an aptitude to anticipate any changes.

Next Step:

  • Prepare your updated resume (please include detailed past working experiences and your current salary package with full breakdown) and expected package.
Lorwene Guzman

Direct Line:
EA License No: 91C2918

Personnel Registration Number:
R1104194

JN _

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