Manager, Customer Experience

Description Manager, Customer Experience (Service Excellence & Operations) The Singapore Sports Hub, operated by Kallang Alive Sports Management (KASM) , is the nation’s flagship sports, entertainment and lifestyle precinct. It is home to the National Stadium, Indoor Stadium, OCBC Aquatic Centre and a year-round calendar of international concerts, world-class sports tournaments and community celebrations. We are seeking a Service Excellence & Operations Manager with strong expertise in CRM integration and customer data platforms to lead end-to-end product initiatives that enhance customer relationship management and data-driven decision-making. You will collaborate with cross-functional teams to deliver seamless CRM experiences and integration capabilities that drive business growth and efficiency. You will also collaborate with Service Excellence trainers, Learning & Development teams, and business leaders to ensure that the CRM platform becomes a strategic enabler of a culture of service excellence, accountability, and continuous improvement . Roles and Responsibilities Service Standards and Excellence Develop and implement service protocols, playbooks and benchmarks that can scale across diverse event formats Audit service delivery against world-class standards and introduce improvements that raise guest satisfaction Track KPIs including CSAT, NPS and RNPS to ensure both operational efficiency and emotional engagement are achieved Product and Experience Development Contribute to the design and rollout of new guest-facing products including premium seating, mobile-first experiences and bundled packages Pilot and test innovations that improve arrival, wayfinding, service recovery and hospitality offerings Research best practices from leading global venues and adapt them to strengthen the Sports Hub’s offering CRM and Data Insights Support CRM adoption across service teams and ensure guest insights are systematically captured Train service staff to use CRM tools to personalize interactions and resolve issues quickly Partner with CX intelligence teams to turn guest data into actionable improvements Product Strategy & Service Excellence Alignment Develop and execute a CRM product roadmap that directly supports the design, delivery, and reinforcement of Service Excellence training initiatives . Partner with the Service Excellence team to embed training, coaching, and feedback workflows into the CRM to help employees internalize service standards. Ensure CRM functionality captures key behavioral, performance, and feedback data to track service improvements post-training. Translate Service Excellence principles into digital tools and dashboards that promote a consistent, customer-centric culture across all functions. What Success Looks Like Guests experience seamless journeys across all touchpoints with reduced friction at entry, service and exit Service playbooks and SOPs are consistently applied across all venues and events New guest-facing products and experiences are launched successfully and embraced by fans and visitors CRM is fully embedded, generating insights that shape service delivery and guest loyalty Frontline teams deliver service with confidence, pride and professionalism Guest satisfaction and loyalty metrics show continuous, measurable uplift Why Join Us At Kallang Alive Sports Management, you will be at the heart of some of the world’s most exciting live experiences at the Singapore Sports Hub. Deliver record-breaking concerts by international icons such as Coldplay, Taylor Swift, Bruno Mars and Jay Chou Play a role in welcoming upcoming global acts including BLACKPINK and Jacky Cheung this November Help shape the experience for international sporting events including the WTA Singapore Tennis Open and FIBA Basketball Create shared community milestones such as National Day celebrations and the New Year’s Eve Countdown Requirements Bachelor’s degree in any field or equivalent Minimum 5 years of experience in service excellence or related role Strong knowledge of customer experience metrics (CSAT, NPS, RNPS) and service benchmarking Strong team player with experience coordinating across functions Experience using CRM systems and guest feedback tools Excellent communication and coordination skills Able to manage projects and support training programs Information If you are facing issues submitting your application through LinkedIn, please email us your resume at with the job title. Only shortlisted candidates will be notified. The level of appointment will depend on the qualifications and experience of the candidate. For more information on Kallang Alive Sport Management, refer to Seniority Level Mid-Senior level Employment Type Full-time Job Function Project Management and Customer Service Industries Performing Arts and Spectator Sports and Entertainment Providers #J-18808-Ljbffr Industry Other Category Management & Operations Sub Category Customer Service