Customer Experience Head

1 week ago

West Singapore Sembcorp Industries Full time

Singapore, West, Singapore
- Department
- Sales Support
- Job posted on
- Jun 23, 2025
- Employment type
- Permanent

**Key responsibilities**:

- Define, design and implement a customer service strategy tailored to the new product range and sales channels
- Align customer service initiatives with broader company goals
- Design, implement, and manage customer service training programs for all sales channels
- Monitor training effectiveness and adjust content to address customer feedback and operational needs.
- Collaborate with channel managers to ensure consistent service delivery across different sales channels
- Personally oversee customer service to high profile customers
- Oversee the resolution of escalated customer issues from sales and support channels. Analyze customer feedback from in-store and online channels to drive improvements.
- Champion initiatives that improve customer journey, including in-store queue management, service flow, and complaint resolution.
- Support campaigns, promotions, and seasonal events with tailored customer service support and training.
- Ensure service policies adhere to legal and regulatory standards.
- Manage sensitive customer issues, including complaints, returns, and service failures, while protecting brand reputation.

**Qualifications**:

- Bachelor’s degree in Business, Retail Management, Communications, or related field
- 7+ years of customer service experience, with at least 3 years in a senior leadership role.
- Proven experience in developing and delivering training programs for customer service and frontline staff.
- Excellent leadership, communication, and coaching skills.

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