Customer Experience Leader

6 days ago

Singapore beBeeLeadership Full time $80,000 - $150,000
Job Title: Customer Experience Leader

This is a leadership role that involves overseeing the customer experience team and driving service delivery excellence.


Key Responsibilities:
  • Lead a high-performing customer experience team to deliver premium-level service.
  • Create training frameworks to ensure consistent service delivery.
  • Foster a customer-first culture across the organization.

Customer Experience Transformation:
  • Redesign service processes to deliver concierge-level support.
  • Manage the full customer lifecycle from inquiry to booking, trip execution, and post-travel care.
  • Implement feedback systems (NPS, CSAT) to measure and enhance satisfaction.

Travel Operations Expertise:
  • Oversee complex travel arrangements including flights, hotels, and ground services.
  • Leverage knowledge of airline GDS systems for ticketing, fares, and distribution.
  • Optimize OTA and TMC partnerships to enhance customer offerings.

Technology & Innovation:
  • Deploy and optimize CRM and support platforms.
  • Integrate digital tools to automate workflows while maintaining a human touch.
  • Explore opportunities to enhance member engagement using technology.

Requirements:
  • Minimum 5+ years of leadership experience in customer management within the travel industry.
  • Proven hands-on experience with both OTAs and TMCs.
  • Strong knowledge of GDS systems, fare structures, and hotel distribution channels.
  • Demonstrated success in managing end-to-end customer service operations.
  • Experience in training, coaching, and developing teams.

Benefits:

This role offers opportunities for professional growth and development in a dynamic and innovative environment.


How to Apply:

Interested applicants should submit their resumes for consideration.

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