Customer Service Excellence Manager, Group Commercial
7 days ago
Singapore
Customer Service Excellence Manager, Group Commercial & Agency Management
Singapore
**DRIVING CONNECTIVITY**
**Chart your Course with PIL**
With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.
At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.
**Get On Board for a Dynamic and Purposeful Career.**
**Key Responsibilities**:
**1. Customer Experience Strategy Development**:
- Develop and implement a global customer service experience strategy aligned with business goals.
- Identify trends, opportunities, and challenges in customer experience and propose innovative, data-driven solutions.
- Create frameworks to assess and enhance end-to-end customer journeys.
**2. Voice of Customer (VoC) Program**:
- Design and manage customer feedback mechanisms (surveys, NPS, customer focus groups).
- Analyze customer data to uncover insights that drive decision-making.
- Collaborate with internal teams to ensure customer pain points are addressed through process improvements and policy changes.
**3. Performance Measurement and Reporting**:
- Develop KPIs and metrics to evaluate customer service performance and experience (NPS, CSAT, first-response resolution, etc.).
- Create and deliver executive-level dashboards and presentations to communicate performance insights and strategic recommendations.
**4. Service Standardization and Process Improvement**:
- Define global service standards and best practices to ensure consistent customer experiences.
- Lead cross-functional initiatives to optimize customer touchpoints, including digital tools, service platforms, and communication channels.
**5. Digital Transformation & Technology Enablement**:
- Collaborate with IT and product teams to leverage digital solutions, automation, and AI for improved customer interactions.
- Drive the adoption of self-service tools and platforms to enhance customer convenience and reduce friction.
**6. Collaboration and Change Leadership**:
- Partner with regional customer service teams, sales, operations and suitable external vendors to roll out strategic initiatives and monitor adoption.
- Act as a change leader, promoting a customer-first mindset across the organization.
- Develop training and communication plans to embed customer experience principles into the company culture.
**7. Market Research & Benchmarking**:
- Stay abreast of global customer service trends and best practices in container shipping and logistics.
- Benchmark competitors and other industries to identify differentiators and areas for improvement.
**MUST HAVE**:
- Bachelor's degree in Business Administration, Project Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
- 8+ years of experience in customer service, preferably in the container shipping or logistics industry.
- Proven track record of leading customer service teams in a fast-paced, global environment.
- Experience implementing digital customer service tools and automation initiatives.
- Strong leadership and team management capabilities with the ability to inspire and motivate.
- Exceptional customer focus and ability to manage complex, customer-facing challenges.
- Analytical mindset with expertise in using data to drive decision-making.
- Proficiency in CRM tools, Microsoft Office Suite, and other customer service platforms.
- Excellent communication and interpersonal skills, both written and verbal.
**Why Join Us**:
- Be part of a leading global carrier with a strong focus on sustainability and innovation.
- Work in a dynamic and collaborative environment.
- Opportunities for professional growth and development.
**Application Process**:
**About Us**
Incorporated in 1967, Pacific International Lines (PIL) is ranked 12th among the world’s top container shipping lines and is also the largest home-grown carrier in Southeast Asia. Based in Singapore, PIL is a global carrier with a focus on Asia, China, Africa, the Middle East, Latin America, Oceania, and the Pacific Islands.
Together with its affiliated companies Mariana Express Lines (MELL) and Malaysia Shipping Corporation, PIL serves customers at over 500 locations in more than 90 countries worldwide with a fleet of 100 container and multi-purpose vessels.
Apart from the core liner shipping business, PIL also has several other business units such as container manufacturing, depot, and logistics services.
PIL strives to meet the needs of its customers
-
Customer Service Excellence Professional
1 week ago
Singapore Gulf Marketing Group (GMG Group) Full timeAbout GMG GroupGulf Marketing Group (GMG Group) is a well-established global company that retails, distributes, and manufactures a diverse portfolio of leading international and home-grown brands across sport, food, and health sectors. Our vision is to inspire people to succeed in ways that make the world better.Our Investment VerticalsWe have invested in...
-
Customer Service Manager
2 days ago
Singapore TOP ONE SERVICE PTE. LTD. Full timeTo ensure standards of service detailed in the service level agreement and within the schedules of the contractual terms and conditions are achieved, maintained and developed To contribute to the growth of services in order to meet client and commercial expectations whilst maintaining strict budgetary control in line with client and Sodexo...
-
Customer Service Excellence Manager
5 days ago
Singapore PACIFIC INTERNATIONAL LINES (PRIVATE) LIMITED Full timeRoles & ResponsibilitiesCustomer Service Excellence Manager, Group Commercial & Agency ManagementSingaporeDRIVING CONNECTIVITYChart your Course with PILWith over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you're...
-
Customer Service Excellence Manager
2 weeks ago
Singapore PACIFIC INTERNATIONAL LINES (PRIVATE) LIMITED Full timeCustomer Service Excellence ManagerPacific International Lines (PIL) is a leading global carrier with a strong focus on sustainability and innovation. We are seeking a highly skilled Customer Service Excellence Manager to join our team.The Customer Service Excellence Manager will play a critical role in shaping and driving the customer service strategy for...
-
Commercial Associate
1 week ago
Singapore V Group Limited Full time**Vacancy No** VN14412 **Employment Type** Permanent **Location Country** Singapore **Work Location** Singapore **Who are V?** As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector....
-
Group Commercial Counsel
1 week ago
Central Singapore Emprego SG Full time**Location** - Singapore, Central Singapore**Job Type** - Full Time**Salary** - $9,000 - $16,000 Per Month**Date Posted** - 4 hours agoAdditional Details **Job ID** - 103411**Job Views** - 1Roles & Responsibilities **Responsibilities** - Managing legal risks and contractual negotiations in NV’s contracts with its top customers - Advocating in favor of NV...
-
Commercial Excellence Manager Apac
1 week ago
Singapore Bayer Full time**Commercial Excellence Manager APAC** The Commercial Excellence Manager works with APAC countries on commercial excellence activities to ensure effective business planning, operations and reporting. **YOUR TASKS AND RESPONSIBILITIES**: - Manage the deployment and effective utilization of CRM to drive customer engagement and build our customer databases...
-
Commercial Excellence Manager
20 hours ago
Singapore Maritime Singapore Connect Full time**Wihelmsen Ships Service (S) Pte Ltd** - We value our talented employees, and whenever possible strive to help one of our colleagues grow professionally before recruiting new talent. If you think the open position is a good fit for you, we encourage you to apply! - Wilhelmsen Ships Service (WSS) is looking for a Commercial Excellence Manager - APAC. - Do...
-
Customer Excellence Manager
1 week ago
Singapore THE AIR STATION PTE. LTD. Full timeRoles & ResponsibilitiesJOB PURPOSEThe Customer Excellence Manager assumes the responsibility of supporting the organisation's commercial activities by taking the active lead role with our Customer Service team, Clinical Application team and two business locations in the day to day running of our organisation. Working closely with the Country Director, you...
-
Customer Excellence Manager
5 days ago
Singapore THE AIR STATION PTE. LTD. Full timeRoles & ResponsibilitiesJOB PURPOSEThe Customer Excellence Manager assumes the responsibility of supporting the organisation's commercial activities by taking the active lead role with our Customer Service team, Clinical Application team and two business locations in the day to day running of our organisation. Working closely with the Country Director, you...
-
Commercial Excellence
2 days ago
Singapore Sartorius Full timeWe are currently seeking a Commercial Excellence and Knowledge Management Specialist for the Commercial Excellence Team in Sartorius BPS Sales & Services organization. As a Commercial Excellence & Knowledge Management Specialist, you will be responsible for developing and scaling commercial (sales and customer service) capabilities. In this role you will...
-
Customer Service Officer
4 days ago
Singapore Customer Service Officer (Luxurious Beauty Spa) Full time**- Prestigious Beauty Company (Luxurious Skin & Body Spa)** ** Competitive BASIC & Attractive Company Benefits** ** Great working environment** ** Location: Town/Central** ** Full-time position; 5.5 days work week** **Responsibilities**: - Greet and receive walk-in customers, telephone inquiries - Schedule booking of appointment for beauty treatments,...
-
Assistant Commercial Excellence Manager
1 week ago
Singapore coty Full timeCoty is a world leader in beauty and home to an illustrious roster of cosmetic, skincare and fragrance brands. And our company has a mission: to challenge the definition of beauty, to encourage authenticity and celebrate diversity. Because to us at Coty, beauty isn’t about conforming to somebody else’s ideal. It’s about inclusion and liberating...
-
Commercial Excellence Specialist
1 week ago
Singapore SEARCH STAFFING SERVICES PTE. LTD Full timeWe are representing our client in the pharmaceutical industry in seeking the following: Commercial Excellence Specialist (Clinic Management Software)Responsibilities: Multichannel Engagement: Support medical and commercial team in the execution of multichannel engagement campaign. The multichannel platforms include but not limited to email marketing,...
-
Branch Service Excellence Manager
1 week ago
Singapore This is an IT support group Full timeJob DescriptionAs a key member of our IT support group, you will be responsible for ensuring exceptional customer service and branch quality. Your primary focus will be on strategy and planning, guaranteeing that customers receive excellent service at all touchpoints.Main Responsibilities:- Develop and implement strategies to meet Key Performance Indications...
-
Commercial Excellence Manager, Apac Pharma
2 weeks ago
Singapore Brenntag Full time**COMMERCIAL EXCELLENCE MANAGER, APAC PHARMA**: Our team in **APAC** currently has an opening for a **Commercial Excellence Manager, APAC Pharma.** **YOUR ROLE & RESPONSIBILITIES**: Commercial Excellence department at Brenntag Specialities is looking for Commercial Excellence Manager reporting to Senior Manager Commercial Excellence to support execution of...
-
Group Director
1 week ago
Singapore RevUp Consulting Full timeGroup Director - Commercial Head An established Regional Logistics Service Provider is seeking a Group Director - Commercial Head. You will be given an exciting opportunity to work closely with the Group CEO and other Board members to transform a growing organization in Singapore. In return, you will enjoy an attractive total remuneration of up to S$300,000...
-
Vp, Ap Commercial Excellence
20 hours ago
Singapore Johnson & Johnson Full timeVP, Asia Pacific Commercial Excellence assumes full responsibility for a wide range of functions both in market commercial excellence strategy and execution and in the regional COEs including Customer Experience & Capability Development, Patient Experience and Data Science. The role leads regional effort to define the customer-centric approaches, sets the...
-
Vp, Ap Commercial Excellence
2 days ago
Singapore Johnson & Johnson Full timeVP, Asia Pacific Commercial Excellence assumes full responsibility for a wide range of functions both in market commercial excellence execution and in the regional COEs including Capability Development, Marketing Excellence, Patient Experience and Data Science. The role leads regional effort to define the customer-centric approaches, sets the mid to...
-
Regional Commercial Excellence Specialist
2 weeks ago
Singapore Booking.Com Full time**Commercial Excellence** - Co-develop commercial initiatives to improve commercial performance of Partner Services / Global Accounts - Support the Senior Manager Global Accounts, Commercial Excellence Managers and the Senior Commercial Excellence Specialists executing commercial initiatives to improve channel performance (e.g. projects related to...