Customer Experience Transformation Assistant Manager

BriefSummary

JoinourteamasaCustomerExperienceTransformationManager,whereyouwillplayakeyroleinestablishingandtransformingthecompany'scustomersupportfunction.Thispositioncombinescustomerexperienceimprovement,CRMtransformation,processoptimisation,andteamleadership.Youwillworkcloselywithinternalstakeholdersandexternalvendorstoenhanceservicequality,implementscalableprocesses,anddeliveroperationalexcellence,whilecontributingtobroaderbusinessimprovementinitiatives.

Responsibilities

1. Lead the establishment and continuous improvement of the customer support function, including service standards, workflows, and operating procedures.
2. Analyse current customer support operations, identify process gaps, and implement initiatives to improve customer experience and operational efficiency.
3. Oversee customer enquiries, complaints, and escalations, ensuring timely resolution and a high standard of service delivery.
4. Lead CRM-related initiatives including business requirement gathering, vendor evaluation, implementation, testing, and process optimisation.
5. Collaborate with internal stakeholders and external vendors to deliver customer experience and operational transformation projects.
6. Develop and monitor customer service KPIs, analyse performance trends, and recommend improvement actions.
7. Supervise, coach, and develop customer support team members while supporting future team expansion.
8. Prepare customer insights, operational reports, and recommendations for management decision-making.
9. Support strategic business improvement, operational excellence, and corporate planning initiatives as the organisation continues to grow.

Requirements

1. Bachelor's Degree in Business Administration, Management, Marketing, Operations, or a related field.
2. Minimum 5 years of experience in Customer Experience (CX), Customer Support, Operations Excellence, Business Transformation, Consulting, or related functions.
3. Experience in customer support process improvement and implementing operational changes.
4. Hands-on experience in CRM projects, including system implementation, enhancement, or vendor management.
5. Strong analytical, problem-solving, and project management capabilities.
6. Experience managing cross-functional stakeholders and driving initiatives across multiple departments.
7. Strong communication, interpersonal, and presentation skills.
8. Ability to balance strategic thinking with hands-on execution in a dynamic environment.
9. Experience in the F&B, hospitality, retail, or multi-site operations industry will be an advantage.