Head of Customer Excellence

5 days ago

Singapore CINCH SG PTE. LTD. Full time

**ABOUT CINCH**:
Cinch is an exciting fintech and e-commerce business based out of Singapore. Our mission is to create a more flexible, inclusive, and environmentally friendly purchasing model for consumer electronics across Asia Pacific. We have developed a subscription-based business model for customers to flexibly and conveniently access their favourite tech products, disrupting a c. US$700bn industry Consumers now have the ability to pay monthly, keep it as long as they want, and the ultimate flexibility to return, purchase or upgrade to the latest model.

We have recently raised a pre-seed round from highly reputable investors from around the globe. With these funds we're building a diverse team who are passionate about generating social impact, are motivated by the opportunity to deliver new experiences, change consumer behaviours and establish new industry norms, and who thrive in the uncertainty and speed of a start-up environment.

**ABOUT THE ROLE**:
To accompany its growth, Cinch is looking for a Head of Customer Excellence. The role encompasses the establishment of a customer excellence framework and team to ensure that all of our customers have an as positive experience as possible, contributing to the Company’s success.

Interested in joining a promising startup that just got funded and accompanying it from 0 to 100?

**WHAT YOU’LL DO**
- Manage and build the Customer Success team from the ground up
- Develop and maintain a healthy and trusting relationship with our B2C and B2B customers
- Be the main point of contact for customers and ensuring a seamless experience
- Find creative solutions to fulfil customer needs
- Represent the voice of the customer and employee in leadership meetings
- Establish KPIs on a monthly, quarterly and annual basis
- Extract data from CRM tools to interpret data sets, developing dashboards to carry out analysis
- Plan, strategize and implement systems for pre and post sales customer excellence
- Plan and allocate resources to effectively staff and accomplish department goals

**ABOUT YOU**
- 3-5 years of experience in Customer Success / Engagement
- Interpersonal skills to effectively manage, interact, negotiate and communicate with all stakeholders
- Document customer use
- Support on-boarding of B2B Clients
- Skilled at building positive relationships with customers and have excellent verbal and written communication skills

**PERSONAL QUALITIES (as important as skills)**
- Entrepreneurial: You might already be a founder or have that startup spirit - you certainly don’t want to just be an employee.
- Creative: You think outside the box to relentlessly find innovative solutions
- Challenger: You like to push yourself and go beyond your own goals. We’re ambitious and we want you to be too
- Quality-driven: You create great work you’re proud of
- Team player: You share ideas, convey the vision, empower your team

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