599 Customer Experience Director jobs in Singapore

This critical role oversees the daily activities of a team of customer service representatives, focusing on delivering exceptional customer experiences through efficient call handling and prompt issue resolution.

1. Direct a team of customer service professionals in handling calls related to order status, delivery issues, stock availability, and other customer inquiries.
2. Maintain oversight of daily call volumes, agent performance, and quality of service to ensure optimal customer satisfaction.
3. Address escalated customer complaints with professionalism and a resolution-focused approach, ensuring timely issue resolution.
4. Foster effective communication between the call centre and logistics/warehouse teams to guarantee seamless operations.
5. Track and report key performance indicators (KPIs), including average handling time, customer satisfaction, and first call resolution, to inform strategic decisions.
6. Manage accurate records of customer interactions and transactions within CRM systems.
7. Contribute to resource planning, shift scheduling, and team rostering to optimize team productivity.

Requirements:

• Exceptional leadership and communication skills to effectively manage and motivate the team.
• Ability to work under pressure, meet deadlines, and adapt to changing circumstances.
• Strong knowledge of customer service principles and practices to drive high-quality customer interactions.
• Proficiency in Microsoft Office and CRM systems to streamline operations and enhance productivity.
• Prior experience in supply chain management or a related field is highly valued.

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.

Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).

Please read our privacy statement on our corporate website

Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Kenneth Tan Guan Quan

EA Personnel Reg No: R

About Us:

We are a collective of individuals who strive to deliver exceptional guest experiences through a commitment to luxury with genuine heart.

Our Culture:

We value warmth, attention to detail, and the ability to anticipate needs before they are spoken – traits that define true luxury hospitality.

The Role:

As a Guest Experience Team Leader, you will play a pivotal role in ensuring our guests have a seamless and extraordinary stay at our property.

Key Responsibilities:

• Build meaningful connections and maintain strong relationships with guests, addressing their inquiries, concerns, and feedback promptly and professionally.
• Proactively seek opportunities to enhance their experience during their stay.
• Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.
• Coordinate the meet and greet for VIP arrivals.
• Coordinate the Lobby Ambassador program.

Additional Responsibilities:

• Develop and maintain relationships with VIP guests and Special Attention guests, recognising their preferences and ensuring extra attention and special treatment.
• Manage and anticipate the needs of VIP guests, ensuring personalised services and special arrangements are provided.
• Assist with room reservations and in-room check-in.

Guest Experience Enhancement:

• Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.
• Collaborate with various departments to ensure seamless guest experiences across all touchpoints.

Team Leadership:

• Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service.
• Provide proper guidance and training, and set clear performance expectations.

Problem Resolution:

• Demonstrate effective problem resolution skills and handle challenging situations with poise and tact.
• Focused on a solution-oriented approach and a commitment to guest satisfaction.

Quality Assurance:

• Conduct regular evaluations of guest interactions and review guest feedback to identify trends and areas for improvement.
• Take corrective actions and implement strategies to maintain the highest levels of guest satisfaction.

Requirements:

• Bachelor's degree or Diploma in Hospitality Management, Business Administration, or a related field preferred.
• Proven experience in luxury hospitality, with a strong track record in front office or a similar role.
• Exceptional interpersonal skills, with the ability to engage and connect with guests from diverse backgrounds.
• Demonstrated problem-solving abilities and a proactive approach to guest satisfaction.
• Impeccable attention to details and a passion for creating memorable guest experiences.
• Excellent communication skills.
• Familiarity with hotel management systems is a plus.

As a vital member of our customer-centric team, you will play a key role in driving satisfaction and loyalty. We are seeking an experienced Senior Customer Experience Director to oversee the day-to-day operations of our customer service function.

• Strategically manage workflow planning, task delegation, and performance management for the customer service team.
• Implement and enforce industry-leading standards to enhance customer experience quality and efficiency.
• Analyse customer feedback and data to identify areas for improvement and develop strategies to address customer needs.
• Provide coaching and mentoring to customer service representatives, fostering a positive and collaborative team environment.
• Collaborate with cross-functional departments to resolve complex customer inquiries and escalations.
• Develop and monitor key performance indicators to measure the effectiveness of the customer service operation.

• Excellent leadership and customer-facing skills.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Ability to coach and mentor customer service representatives.
• Experience working in a customer-facing environment.

This is a fantastic opportunity to contribute to delivering exceptional customer experiences.

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.

Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).

Please read our privacy statement on our corporate website

Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Kenneth Tan Guan Quan

EA Personnel Reg No: R

This is an exciting opportunity to influence and shape customers' behavior, and to elevate the perceived value of service that is second to none.

The individual is empowered with guided means to redefine service excellence and make a difference in the lives of the customers.