Customer Service Manager

2 weeks ago

Singapore Symrise Full time

**About Symrise AG**
Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food. Its sales of € 4.6 billion in the 2023 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.

Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

Symrise - always inspiring more
**Customer Service Manager (Scent & Care), SEAO & Export Markets**:

- This focal point position will be responsible to steer & lead the customer service team overseeing South-East Asia, Oceania & Export markets, ensuring team are executing orders & supporting operational matters in relations to customers requirements for regulations & compliance. This position will be responsible for driving customer satisfaction, retention, expansion initiatives, customer retention ultimately ensuring the long term success & loyalty of our customers while being a strong advocator to spark off initiatives of change, consistency & developing change with pro-active communications with both internal & external customers.**The Position**:

- Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.
- Lead, mentor, and develop a high-performing customer success team, providing guidance, support, and resources to drive results.
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
- Implement best practices for customer onboarding, adoption, and retention, ensuring seamless and positive customer experiences throughout the lifecycle.
- Collaborate cross-functionally with sales, product, marketing, and other teams to drive customer satisfaction and identify opportunities for upsell and expansion.
- Analyse customer data and feedback to identify trends, insights, and areas for improvement, and implement strategies to address them.
- Develop and track key performance indicators (KPIs) and metrics to measure the effectiveness of customer success initiatives and drive continuous improvement.
- Stay informed about industry trends, competitive landscape, and emerging technologies to inform and enhance customer success strategies.
- Maintaining a good understanding of customers portfolio & being a proactive in anticipating their needs
- Bachelor’s Degree in Business Administration, Marketing or equivalent
- Minimum 10 years of relevant experience within Customer Service scope, with hands on working exposure in SAP modules such as Sales & Distribution (SD) or Order to Cash (O2C)
- Possess strong leadership qualities and team management abilities
- Proven problem-solving skills and strong conflict resolution orientation
- Excellent communication and interpersonal skills with a self-starter personality
- Proficient with Microsoft Office

Job Reference: AP00540

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