Customer Experience Manager

2 weeks ago

Singapore beBeeCustomerService Full time $60,000 - $80,000

Transforming Customer Service

Job Description:
  • Ambitious and results-driven professionals are required to drive exceptional client experiences, overseeing front-of-house operations and leading a dynamic team.

Key Responsibilities:

  1. Team Leadership & Development:

    • Develop and implement strategies to enhance staff performance and engagement, fostering a culture of excellence and continuous improvement.
    • Conduct regular training sessions to equip staff with the necessary skills and knowledge to deliver outstanding customer service.
    • Ensure effective scheduling and resource allocation to meet business needs and achieve key performance indicators (KPIs).

  2. Client Experience Enhancement:

    • Design and execute initiatives to ensure seamless client interactions, including personalized communication, efficient issue resolution, and proactive follow-up.
    • Collaborate with internal stakeholders to develop and implement strategic plans that promote client loyalty, retention, and positive word-of-mouth referrals.

  3. Operational Efficiency & Administration:

    • Oversee the management of client bookings, treatment schedules, and other operational aspects, ensuring optimal use of practitioner time and minimizing delays.
    • Work closely with cross-functional teams to support business growth, manage promotions, and develop strategic partnerships.

  4. Clinical & Operational Integration:

    • Develop and maintain strong relationships with clinical staff to ensure seamless integration of customer service and clinical operations.
    • Work collaboratively to resolve complex client issues, escalating concerns as necessary to maintain high standards of service.

  5. Performance Analysis & Improvement:

    • Collect and analyze data on client feedback, satisfaction ratings, and service delivery metrics to identify areas for improvement.
    • Develop and implement corrective actions to address identified gaps, resulting in sustained improvements in client experience and overall business performance.

  6. Strategic Partnerships & Collaboration:

    • Establish and nurture partnerships with suppliers, vendors, and other external stakeholders to enhance business opportunities and optimize resources.
    • Collaborate with internal stakeholders to develop and implement strategies that foster a culture of collaboration, innovation, and continuous learning.

Requirements:

  1. Strong Proven Track Record:

    • Demonstrate extensive experience in customer-facing roles, preferably within the beauty, aesthetics, or healthcare industries.

  2. Leadership & Team Management:

    • Display prior experience in leading high-performing teams and mentoring staff to achieve exceptional results.

  3. Excellent Communication & Interpersonal Skills:

    • Exhibit exceptional written and verbal communication skills, with the ability to build rapport with diverse stakeholders and navigate complex situations.

  4. Highly Professional & Discreet:

    • Consistently demonstrate a high level of professionalism, discretion, and empathy in all interactions with clients and colleagues.

  5. Strong Organizational & Multitasking Abilities:

    • Proven capacity to prioritize tasks, manage multiple projects simultaneously, and meet deadlines while maintaining high levels of quality and accuracy.

  6. Knowledge of Aesthetic Treatments & Skincare:

    • Possess knowledge of aesthetic treatments and skincare products, with the ability to effectively communicate product benefits and recommendations to clients.

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