Senior Manager/Manager, Customer Experience

Senior Manager/Manager, Customer Experience (Service Excellence & Product Development) Senior Manager/Manager, Customer Experience (Service Excellence & Product Development)

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This role combines service excellence and product development. You will help set service standards across all customer-facing touchpoints, while also supporting the design and launch of new digital and on-ground guest initiatives. From ticket purchase to arrival and wayfinding, from premium experiences to post-event engagement, your work will ensure every interaction is seamless, insight-driven and memorable.

Roles and Responsibilities

Service Standards and Excellence

• Develop and implement service protocols, playbooks and benchmarks that can scale across diverse event formats
• Audit service delivery against world-class standards and introduce improvements that raise guest satisfaction
• Track KPIs including CSAT, NPS and RNPS to ensure

Product and Experience Development

• Contribute to the design and rollout of new guest-facing products including premium seating, mobile-first experiences and bundled packages
• Pilot and test innovations that improve arrival, wayfinding, service recovery and hospitality offerings
• Research best practices from leading global venues and adapt them to strengthen the Sports Hub’s offering

CRM and Data Insights

• Support CRM adoption across service teams and ensure guest insights are systematically captured
• Train service staff to use CRM tools to personalize interactions and resolve issues quickly
• Partner with CX intelligence teams to turn guest data into actionable improvements

Training and Capability Building

• Assist in designing training programs modeled on global hospitality and live entertainment standards
• Support change management during new system implementations or product launches
• Build a culture of guest-first thinking and continuous improvement across teams

Stakeholder and Event Coordination

• Coordinate across operations, marketing, technology, events and external vendors to ensure end-to-end guest journeys are smooth
• Partner with event organizers and promoters to align service standards with guest expectations
• Translate guest and staff feedback into clear, actionable recommendations

What Success Looks Like

• Guests experience seamless journeys across all touchpoints with reduced friction at entry, service and exit
• Service playbooks and SOPs are consistently applied across all venues and events
• New guest-facing products and experiences are launched successfully and embraced by fans and visitors
• CRM is fully embedded, generating insights that shape service delivery and guest loyalty
• Frontline teams deliver service with confidence, pride and professionalism
• Guest satisfaction and loyalty metrics show continuous, measurable uplift

Requirements

• Bachelor’s degree in any field or equivalent
• Minimum 5 years of experience in service excellence or related role
• Strong knowledge of customer experience metrics (CSAT, NPS, RNPS) and service benchmarking
• Strong team player with experience coordinating across functions
• Experience using CRM systems and guest feedback tools
• Excellent communication and coordination skills
• Able to manage projects and support training programs

Information

• If you are facing issues submitting your application through LinkedIn, please email us your resume at with the job title. Only shortlisted candidates will be notified.
• The level of appointment will depend on the qualifications and experience of the candidate.
• For more information on Kallang Alive Sport Management, refer to

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Project Management and Customer Service
• Industries Performing Arts and Spectator Sports and Entertainment Providers

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