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Open nowFirst seen 2 hours ago

Customer Success Manager (Shipping)

Talent Titans Pte Ltd272 open roles

Where
Singapore
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Your applicationOpen nowCustomer Success Manager (Shipping)Talent Titans Pte Ltd · Singapore

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13.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: first seen 2 hours ago

The posting

About the role

Our client, a shipping company in Singapore, is looking for a Customer Success Manager to lead its global customer experience transformation. You will make the end-to-end customer journey simpler, more digital and more personal across online, self-service and frontline channels, so that customers enjoy a smooth and transparent experience while the business gains in efficiency, consistency and results. This is a full-time, manager-level role.

What you will do

  • Manage customer experience performance across the agency network.
  • Plan and deliver customer experience training and capability building.
  • Shape and run the customer experience transformation roadmap: pick and prioritise initiatives that digitise interactions, redesign key journeys and simplify service touchpoints.
  • Lead digital journey projects such as customer portals, online engagement, digital documents, shipment visibility, exception handling, proactive updates, automation and self-service adoption, keeping them easy to use and scalable.
  • Find manual or repetitive customer interactions that can move to digital and self-service channels, while keeping personal frontline support for complex or high-value needs.
  • Map and document processes, oversee their governance and compliance, and drive process improvements where needed.
  • Turn customer feedback, frontline insights, stakeholder input and performance data into practical improvements.
  • Work across functions and with stakeholders to align digital tools, process design, service standards and frontline behaviour to one clear customer journey vision.
  • Set success measures and track the impact of initiatives on satisfaction, adoption, efficiency, service quality and business results.

Requirements

  • Bachelor's or Master's degree.
  • At least 10 years in customer experience, customer experience transformation, journey redesign, process excellence or service transformation, within shipping or logistics or another customer-facing industry.
  • Hands-on experience of a customer experience transformation (digital engagement, portal adoption, self-service, journey mapping or frontline service improvement) is highly preferred.
  • Lean or Six Sigma Green Belt or Black Belt certification is a plus.
  • Proven record of leading transformation that focuses on customer outcomes, not just technology.
  • Strong analytical, communication and collaboration skills, able to lead through others and work with senior stakeholders.
  • Proactive and results-driven, ready to challenge the current way of working, with a strong process improvement mindset.
  • Experience with performance management frameworks.
  • Knowledge of shipping services, products, terms and practices.
  • Advanced Microsoft Office skills (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI).
  • Fluent written and spoken English.

To apply

WhatsApp your CV to Vik at +65 8768 1819 (https://wa.link/5q8fjp) or Annie at +65 8759 3896 (https://wa.link/arm14z). Talent Titans Pte Ltd / MOM License: 25C2731 / Name: Vikeswaran s/o Devandran / EA Lic: R1114251

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