Regional Customer Care/Experience/Support Manager

Aglobal lifestyle brandclient is looking for an experiencedRegional Customer Care/Experience/Support Managerto join its regional office inSingapore.

Key responsibilities

• Lead, train, and mentor customer care teams and outsourced partners to ensure high standards of service and operational excellence
• Develop and implement strategies to enhance customer satisfaction, leveraging data insights and feedback to drive continuous improvements
• Partner with store management, sales, and marketing teams to understand customer needs and align service initiatives with business goals
• Oversee after-sale service / customer support workflows and customer service practices to ensure efficiency and compliance with the brand standards
• Monitor service metrics, address performance gaps, and implement actionable solutions to maintain service quality and consistency
• Manage escalations and resolve complex customer issues promptly while fostering loyalty and trust

Key requirements

• Bachelor's degree in Business Administration, Hospitality Management, or a related field
• 5+ years of leadership experience in customer care, service management, or customer experience
• Proven ability to lead, inspire, and manage cross-functional teams, driving operational excellence and team performance
• Strong data-driven approach with the ability to assess service metrics, identify trends, and implement strategic improvements
• Deep understanding of customer behaviours, and service standards, with a passion for delivering exceptional customer experiences
• Excellent communication and interpersonal skills, and fit to travel regionally as required