Regional Customer Care/Experience/Support Manager

A global lifestyle brand client is looking for an experienced Regional Customer Care/Experience/Support Manager to join its regional office in Singapore . 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 #J-18808-Ljbffr