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Customer Experience Director Singapore

1 month ago

Singapore RIGHTSHIP SINGAPORE PTE. LTD. Full time
Senior Manager Customer Experience Job Description

Based in Singapore, RightShip is a leading maritime due diligence organization that provides expertise in global safety, sustainability, and social responsibility best practices.

We are seeking an experienced Senior Manager to join our team and focus on servicing high-value accounts, onboarding new customers, protecting a solid customer base, and improving the customer onboarding experience.

This role offers a unique opportunity to work with a dynamic team, leveraging digital communications with customers, managing resistance through understanding customer needs, issues, and motivations, and negotiating with customers to provide service into sales.

Main Responsibilities:
  • Account Management: Manage and retain customer relationships, develop and implement relationship management plans, and ensure ongoing relationships meet customer needs for contract renewals.
  • Customer Relationship Management: Develop and manage relationship plans for existing customer accounts, identify and build relationships with relevant decision-makers, and enable effective two-way information flow and issue resolution.
  • Resolving Customer Issues: Craft and resolve next steps for commonly raised customer issues.
  • Customer Needs Clarification: Set clear objectives for each sales call, develop tailored presentations, gather and analyze relevant information, and gain agreement on customer requirements.
  • Customer Onboarding: Lead teams that help customers get onboarded.
Key Skills and Qualifications:
  • Bachelor's Degree or Equivalent Level
  • Strengthen customer connections by mastering service conversations
  • Navigate customer challenges with a customer-focused approach
  • Build customer loyalty for account management
  • Leverage digital communications with customers
  • Manage resistance through understanding customer needs, issues, and motivations
  • Negotiate with customers and provide service into sales

Estimated salary: SGD $120,000 - $180,000 per annum.