Executive Customer Experience Manager
5 days ago
We are seeking a highly skilled Executive Customer Experience Manager to join our team at RECRUIT EXPRESS PTE LTD. The ideal candidate will have extensive experience in customer service delivery, concierge services, and property management.
About the Role- Lead a team of 20 customer experience professionals and drive the enhancement of service experiences on par with luxury hospitality brands.
- Coach and mentor team members to ensure exceptional customer service delivery.
- Refine service standards and SOPs, communicate and cascade to team members and partners to ensure adherence.
- Manage performance of service partners, select and recruit new hires, conduct onboarding as required.
- Ensure counter coverage with review of staffing rosters.
- Support building managers and stakeholders to meet tenant requests.
- Attend special events such as VIP visits.
- Handle service recovery incidents or escalated feedback.
- Curate and deliver training content to refresh Concierge team on SOPs and service best practices.
- Respond to customer feedback emails, collate feedback register, and provide recommendations for improvements.
- Manage department's budget and process purchase requisitions, invoices, and procurement as needed.
- Estimated Salary: SGD $80,000 - SGD $110,000 per annum, depending on experience.
- A bachelor's degree in Hospitality, Business Administration, or a related field.
- Minimum 5 years of experience in customer service delivery, concierge services, or property management.
- Strong leadership and coaching skills.
- Excellent communication and interpersonal skills.
- A competitive salary package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
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