Customer Experience

1 day ago

Singapore BEFOUND STUDIO PTE. LTD. Full time
Roles & Responsibilities

Role Overview:

We are seeking a dynamic and results-oriented Customer Experience & Operations Lead to oversee the daily operations of Befound Studios. The ideal candidate will excel in operational management, SOP development, team leadership, and fostering collaboration across diverse teams. This role is integral to ensuring exceptional client experiences while driving growth and efficiency within the studio.

This is a work-from-office position, and you will thrive in our start-up environment where collaboration, adaptability, and proactive problem-solving are key. You will work closely with a passionate and creative team in a fast-paced, team-oriented environment that values innovation and hands-on contributions.

Key Responsibilities:

Client Experience:

  • Role model as the brand ambassador for BeFound with a heart for our clients and sense of care throughout the client's journey.
  • Be the first point of contact for any escalation cases to management.

Operational Excellence:

  • Lead and manage the daily operations of Befound Studios to ensure smooth and efficient functioning.
  • Identify opportunities to improve operational workflows and implement best practices to enhance client satisfaction and team productivity.
  • Develop, refine, and enforce standard operating procedures (SOPs) to maintain consistency and quality.

Team Leadership:

  • Manage and mentor a team of Client Success Specialists, ensuring high performance and a client-centric approach.
  • Provide training, support, and feedback to foster professional growth within the team.
  • Schedule and allocate resources effectively to meet client and studio needs.

Collaboration:

  • Work closely with cross-functional teams, including skin analysis experts, makeup artists, creatives, and marketing professionals, to deliver cohesive and exceptional services.
  • Act as a liaison between operational staff and management to ensure alignment with strategic goals.

Strategic Growth:

  • Partner with the management team to identify growth opportunities for the studio.
  • Contribute to the development and execution of strategies to improve client acquisition, retention, and overall studio performance.
  • Analyse operational data and generate reports to provide actionable insights for studio improvement.

Qualifications:

  • Heart for people, takes initiative to go the extra mile in delighting clients.
  • At least 5 years of experience in Customer Experience / Services and Operations management, preferably in the beauty, wellness, or service industry.
  • Excellent interpersonal skills with the ability to build long term relationships and rapport, establish trust with clients and teams.
  • Proven experience leading teams and driving operational excellence.
  • Familiar with CRM systems, workflows and digitally savvy and resourceful to identifying best platforms for our team and clients needs
  • Exceptional organizational and multitasking abilities, with a keen eye for detail.
  • Ability to work collaboratively with cross-functional teams and adapt to a dynamic environment.
  • Able to work on rotating weeks (Mondays to Saturdays / Tuesdays to Saturdays)

What We Offer:

  • A work-from-studio environment in a fast-growing, pioneering start-up.
  • A supportive and collaborative team culture that celebrates each other's success.
  • Enjoy BeFound Skincare Program as an employee benefit (upon completion of probation).
Tell employers what skills you have

CRM
Leadership
Operational Excellence
Strong Attention To Detail
Analytical Skills
Customer Experience
Customer Interaction
Customer Support
Interpersonal Skills
Customer Loyalty
Healthcare
Operations Management
Adaptability
Team Leadership
Problem Management
Customer Satisfaction
Customer Service
Customer Services
Ability to Prioritize
Customer Service Experience

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