Senior / Manager, Service Excellence

ABOUT FRASERS PROPERTY LIMITED Frasers Property Limited ("Frasers Property" and together with its subsidiaries, the "Frasers Property Group" or the "Group"), is a multinational investor-developer-manager of real estate products and services. The Group is listed on the Main Board of the Singapore Exchange Securities Trading Limited ("SGX-ST") and headquartered in Singapore. Frasers Property's multinational businesses operate across five asset classes, namely, commercial & business parks, hospitality, industrial & logistics, residential and retail. The Group has businesses in Southeast Asia, Australia, the EU, the UK and China, and its well-established hospitality business owns and/or operates serviced apartments and hotels in over 20 countries across Asia, Australia, Europe, the Middle East and Africa. Frasers Property is also the sponsor of two real estate investment trusts ("REITs") and one stapled trust listed on the SGX-ST. Frasers Centrepoint Trust and Frasers Logistics & Commercial Trust are focused on retail, and industrial & commercial properties, respectively. Frasers Hospitality Trust (comprising Frasers Hospitality Real Estate Investment Trust and Frasers Hospitality Business Trust) is a stapled trust focused on hospitality properties. In addition, the Group has two REITs listed on the Stock Exchange of Thailand. Frasers Property (Thailand) Public Company Limited is the sponsor of Frasers Property Thailand Industrial Freehold & Leasehold REIT, which is focused on industrial & logistics properties in Thailand, and Golden Ventures Leasehold Real Estate Investment Trust, which is focused on commercial properties. The Group is committed to inspiring experiences and creating places for good for its stakeholders. By acting progressively, producing and consuming responsibly, and focusing on its people, Frasers Property aspires to raise sustainability ideals across its value chain, and build a more resilient business. It is committed to be a net-zero carbon corporation by 2050. Building on its heritage as well as leveraging its knowledge and capabilities, the Group aims to create lasting shared value for its people, the businesses and communities it serves. Frasers Property believes in the diversity of its people and are invested in promoting a progressive, collaborative and respectful culture.

Seeking an experienced and forward-thinking Service Excellence Lead to drive the transformation of our customer service experience in line with our service promise. In this key role, you will design and implement service excellence framework and strategies, spearhead service quality monitoring and audits, and deliver targeted coaching to elevate service standards.

You will champion the service culture inspiring Customer Service Officers and the Service Coaches amongst the teams in Frasers Property Singapore Malls, steering service quality audits, training, coaching and driving cross-functional initiatives that embed service excellence. With your ability to translate insights into action, you will ensure our service consistently differentiates us in the market — earning industry recognition, strengthening customer loyalty, and boosting our Net Promoter Score.

1. Lead Service Excellence Strategy:
   • Implement service excellence strategies that align with the organisation's service promise "Service from the Heart" to improve NPS, satisfaction, and loyalty.
   • Ensure initiatives are rolled out consistently and effectively.
2. Service Quality Monitoring:
   • Establish and maintain a robust service culture that reflects our service promise.
   • Conduct regular service audits, provide direct coaching, and oversee training programmes for Customer Service Officers and Service Coaches.
   • Monitor performance, validate service feedback, NPS and surveys to close service gaps drive continuous improvement
3. Drive Performance & Recognition:
   • Lead team performance to achieve and exceed organisational service targets.
   • Lead recognition programmes and award achievements that celebrate outstanding service delivery uplifting
4. Analyse and Act on Insights:
   • Conduct service audits for the ground team at the malls and translate data into actionable strategies by identifying behaviour patterns, service trends, and systemic issues.
   • Develop and implement improvement plans that deliver measurable enhancements in service quality.
5. Champion Cross-Functional Collaboration:
   • Partner with marketing, branding, centre management, IT, and operations to integrate service excellence into the broader organisational strategy.
   • Ensure initiatives are aligned with brand positioning and customer engagement goals.
6. Reporting:
   • Produce and present clear, data-driven reports on service performance, trends, and outcomes.

• Bachelor's degree and/or 6 - 8 years of equivalent practical experience
• Exceptional interpersonal, verbal, and written communication skills.
• Demonstrated ability to work collaboratively within the team and with other departments to provide a high level of customer service.
• Ability to work under pressure and remain calm in high-stress situations while offering solutions to teams' needs.
• Strong analytical ability, great at data storytelling and translating data into actionable insights
• Good team player who enjoys working on complex projects with various stakeholders

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Diversity brings us closer to the communities we serve.

Guided by our Purpose, we are creating, inspiring, and nurturing an inclusive culture that unlocks the power of diverse teams to drive Frasers Property forward. Our values drive everything we do, which are core to creating safe places where everyone belongs, is mutually respected and feels empowered to be authentic at work. Working collaboratively makes us progressively stronger and better as an organisation, which helps our people to thrive each day.