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We are seeking an accomplished Professional to lead our Customer Service Team. The ideal candidate will have a strong track record of delivering exceptional customer experiences, driving revenue growth, and building high-performing teams.

Key Responsibilities:

Requirements:

Benefits:

About Us:

We are a forward-thinking organization dedicated to delivering exceptional customer experiences and achieving business success. Our team is passionate about making a difference and contributing to the company's growth and prosperity.

Customer Experience Director

We are seeking a seasoned CUSTOMER EXPERIENCE DIRECTOR to lead our customer service team and drive exceptional customer satisfaction.

We are seeking a highly skilled and experienced Customer Experience Director to lead our service delivery team.

• Built strong relationships with clients to ensure seamless service delivery aligned with business objectives.
• ID client requirements and implemented processes to deliver results-driven solutions.
• Lead the service delivery team, resolving conflicts and optimizing processes for efficiency.
• Oversee financials and budgets to ensure effective resource allocation.
• Innovated cost-saving measures while maintaining customer satisfaction.
• Analyzed feedback to enhance and refine services.
• Delivered projects on time and maintained organized records.
• Fostered partnerships with leaders to define services, delivery standards, and issue resolutions.

• Background in customer service, leadership, or logistics.
• Proficiency in computer systems and business software.
• Expertise in customer service, project management, and quality assurance.
• Strong resource planning abilities.
• Outstanding leadership and customer focus.
• Excellent teamwork and attention to detail.

The Senior Customer Experience Director will lead a high-performing team to deliver world-class service to key semiconductor clients.

Main responsibilities include:

• Managing and overseeing the Customer Service department
• Collaborating with internal factory teams to enhance order management, scheduling, shipment, and delivery performance
• Acting as the main point of contact between customers and our organization
• Hosting Quarterly Business Review meetings with strategic partners

• Bachelor's or Master's degree in Business Administration, Marketing, or related field
• 12+ years of experience in customer-facing roles within manufacturing environments
• Proven leadership expertise in managing cross-functional teams

• Develop and implement strategies for exceptional customer experiences
• Analyze customer feedback and optimize processes accordingly
• Maintain strong relationships with key stakeholders and partners

• Possess excellent communication, negotiation, and interpersonal skills
• Demonstrate ability to adapt to changing priorities and deadlines
• Show enthusiasm for delivering results-driven solutions

We are seeking a Retail Operations Manager to drive and monitor key retail strategies and initiatives, partnering with stakeholders. You will support stores in achieving operational excellence and delivering exceptional customer experiences.

• Oversee entire retail operations, including sales, manpower, inventory, store planning, maintenance, and monthly reporting of sales achievement.
• Streamline operations processes, improve efficiency, and customer service standards.
• Communicate and implement company policies and standards.
• Work alongside team members frequently to assist and drive sales and improve operations.
• Responsible for setting up new stores, installations, and openings, including planning product displays, visual merchandising, and product mix.
• Investigate inventory discrepancies, reconcile reports, and highlight issues for management.
• Maintain stock levels within acceptable thresholds, collaborating with outlet supervisors and the buying team on stock management.

• Plan rosters and ensure all outlets are adequately staffed daily.
• Drive, inspire, and motivate the team to achieve company objectives by meeting sales targets with outstanding customer service and excellent operations management.
• Collaborate with the team on personal development and onboarding training.
• Provide consistent feedback and performance counseling to coach each team member, ensuring professional growth and outstanding sales and customer service.
• Lead across all locations and enhance team spirit.

• Analyze sales reports for each location, identifying key issues, developing plans, and taking actions when sales targets are not met.
• Analyze customers' demographics and purchasing behaviors, working closely with the retail team to improve in-store products through consolidations, redistributions, and allocation of stocks.

• Meet and interact with customers with enthusiasm and a positive attitude while adhering to company policies and procedures.
• Offer exemplary product knowledge to assist customers with their buying decisions.
• Develop customer service SOPs and monitor compliance to prevent and minimize customer complaints and improve service recovery.
• Facilitate training to retail staff to ensure outstanding customer service standards.
• Manage and coach the team on handling customer enquiries, feedback, and complaints professionally according to brand service standards.

Should have strong leadership skills and be able to communicate effectively with all levels of employees from entry-level workers to senior management.

Key Responsibilities
Leadership & Team Development
Build, lead, and mentor a high-performing customer experience team.
Create training frameworks to ensure consistent, premium-level service delivery.
Foster a customer-first culture across the organization.
Customer Experience Transformation
Redesign service processes to deliver concierge-level support.
Manage the full customer lifecycle—from inquiry to booking, trip execution, and post-travel care.
Implement feedback systems (NPS, CSAT) to measure and enhance satisfaction.
Travel Operations Expertise
Oversee complex travel arrangements, including flights, hotels, and ground services.
Leverage knowledge of airline GDS systems (Amadeus, Sabre, Travelport) for ticketing, fares, and distribution.
Optimize OTA and TMC partnerships to enhance customer offerings.
Technology & Innovation
Deploy and optimize CRM and support platforms (Salesforce, Zendesk, HubSpot).
Integrate digital tools to automate workflows while maintaining a human touch.
Explore opportunities to enhance member engagement using Web3, blockchain, or NFT-enabled solutions.
Requirements
Minimum 5+ years of leadership experience in customer management within the travel industry.
Proven hands-on experience with both OTAs (Expedia, Booking.com, etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
Demonstrated success in managing end-to-end customer service operations.
Experience in training, coaching, and developing teams.
How to Apply
Interested applicants, kindly send your resume in MS WORD format to myreen.chuah(at)trustrecruit.com.sg
We regret only shortlisted candidates will be notified.
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An exciting opportunity has arisen for a skilled Customer Experience Solutions Director to join our team. As a key member of our organization, you will be responsible for delivering solutions that meet the needs of our customers and drive business growth.

The ideal candidate will have experience in logistics operations, customer service, or sales, with a strong understanding of supply chain management and problem-solving methodologies. They will also have excellent analytical, problem-solving, and critical thinking skills, as well as effective written and verbal communication skills.

• Develop and implement customer-specific solutions to improve performance and profitability.
• Collaborate with cross-functional teams to resolve issues and align operational solutions.
• Manage integrated solutions to meet service performance, customer satisfaction, productivity, and cost objectives.
• Drive service improvement and cost optimization initiatives to achieve performance targets.

• Experience in logistics operations, customer service, or sales.
• Foundational knowledge of supply chain management and problem-solving methodologies.
• Strong understanding of continuous improvement methods and process mapping.
• Experience using systems and databases for performance measurement.

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.

To deliver an exceptional customer experience and foster long-term relationships with clients, ensuring seamless interactions across all touchpoints.

• First Point of Contact: Welcome and engage with customers to understand their needs.
• Digital Ambassador: Educate customers on digital banking solutions and promote self-service adoption.
• Service Quality: Focus on meeting customer satisfaction targets, reducing wait times, resolving issues promptly, collecting feedback, and minimizing errors.
• Omni-Channel Experience: Provide comprehensive banking services, including account management, application processing, digital banking, and card-related support.
• Team Collaboration: Work closely with colleagues and partners to resolve customer concerns efficiently.

• Digital Literacy: Proficient in using digital technologies to enhance customer engagement.
• Customer Service Background: Prior experience in customer-facing roles is highly valued.
• Banking Industry Knowledge: Familiarity with retail banking principles is desirable but not essential.

This role offers a unique opportunity to make a lasting impact on our customers' lives. As a Customer Journey Specialist, you will be part of a dynamic team dedicated to delivering exceptional service and driving business growth.

The Customer Journey Executive needs to support the daily execution of marketing and customer experience initiatives, including campaign rollouts, store communications, digital asset coordination, and customer engagement activities. Working closely with cross-functional teams, the Executive ensures brand consistency, enhances the customer journey, and supports initiatives that drive loyalty and long-term satisfaction.

Key responsibilities:

1. Brand Management & Compliance

• Ensure consistent application of brand guidelines across all customer touchpoints, including store environments, marketing materials, digital channels, and partner collaborations.
• Conduct regular store audits to assess brand compliance in visual merchandising, signage, and overall presentation.
• Coordinate the production, distribution, and maintenance of in-store branding materials (e.g., menus, signage, point-of-sale materials).
• Maintain and update the digital asset library, ensuring easy access to approved brand photos, videos, and templates.

2. Campaign Execution, Promotions & Revenue Growth

• Assist in the planning, rollout, and tracking of sales campaigns and seasonal marketing initiatives (e.g., Lunar New Year, Mid-Autumn, Christmas).
• Support the launch of limited-time offers (LTOs) designed to drive store traffic, reduce waste (especially for near-expiry items), and increase average spend.
• Coordinate corporate discount programs to attract bulk purchases, business clientele, and frequent repeat orders.
• Monitor campaign performance and recommend real-time adjustments to maximize ROI and revenue.
• Analyze product sales data to identify upselling or bundling opportunities aimed at improving basket size and order value.

3. Digital Marketing & Online Reputation Management

• Manage and update the brand's social media presence (e.g., Instagram, TikTok, Google Business Profile).
• Create engaging, brand-aligned content—including photos, videos, and reels—to showcase product offerings and increase engagement.
• Execute targeted digital campaigns (e.g., Facebook Ads, Google Ads) to support store promotions and customer acquisition.
• Monitor and respond to online reviews and ratings to maintain a strong brand reputation and address customer concerns.

4. Customer Experience, Loyalty & Retention

• Continuously enhance in-store visual merchandising to improve product visibility, navigation, and the overall customer journey.
• Collect and analyze customer feedback to drive product, service, and operational improvements.
• Organize community-driven engagement events such as tasting sessions, baking workshops, and loyalty member activities to build deeper customer relationships.
• Monitor loyalty program performance (e.g., redemption rates, customer lifetime value trends) and recommend data-driven enhancements.

5. Partnerships & External Collaboration

• Coordinate marketing initiatives with food influencers, content creators, and local community partners to increase brand exposure.
• Manage promotional activities and campaigns on food delivery platforms (e.g., GrabFood, Foodpanda, Deliveroo) to strengthen online sales performance.
• Support the execution of collaborative campaigns with external brands or partners to tap into new customer segments.

6. Performance Tracking & Business Analysis

• Track and report on key performance metrics including campaign ROI, footfall trends, sales mix, and average transaction value.
• Analyze customer behavior, purchase frequency, and demographic insights to guide future marketing efforts
• Compile post-campaign reviews with actionable recommendations for continuous improvement in marketing and customer engagement strategies.

Pre-requisites:

• Diploma or Degree in Marketing, Communications, Business, or a related field.
• 1–2 years of experience in marketing, branding, or retail operations—preferably within the F&B or bakery industry.
• Basic understanding of bakery trends, customer preferences, and digital marketing tools.
• Experience managing social media platforms and creating simple, visually appealing content (e.g., photos, short videos) is a strong advantage.