Associate Director/ Director - Customer Experience

As one of the fastest growing e-commerce companies in Singapore, RedMart.com offers an unparalleled startup experience. Our culture: entrepreneurial, fiercely intelligent, team oriented, deeply creative, respectful and whatever you add to it!  We are ultra-focused on providing our customers with an online shopping experience that saves them time and money by buying groceries online, receiving them at a convenient delivery time and choosing their favourite products from a huge range.

We are looking for great people who love to solve problems and go the extra mile to deliver a “wow” customer experience. You should enjoy making complicated situations simple and painless for our customers, have a passion for our products, the ability to build high performing teams and scale our customer experience operations.

Role Purpose :

As a senior member of the Operations Team, you are responsible for the strategic planning and management of our Customer Experience Operations. The role requires strong leadership in order to provide the right direction, while maintaining high service levels for all external customers. You would be expected to acquire and utilize in-depth knowledge of our products and programs to effectively guide members of the Customer Experience team under you. You will lead the team and have the mandate to achieve targets in customer experience, quality management, workforce planning, recruiting, coaching and training. You should have proven track record of leading a service-driven contact centre operation and managing an operation through periods of significant growth and/ or change. Prerequisites expected of you include excellent communication and leadership skills to lead and motivate a growing and changing service operation, expertise to engage key stakeholders in the wider business, and a hands-on approach to rapidly create, test and drive relevant solutions. Key measures of success include improving the customer experience, operational efficiency, process consistency and systems capability.

Responsibilities :

• Be the true voice of our customers and transcend customer feedback across the business in a timely manner, with a sense of urgency.
• Drive the strategy of the customer experience contact centre, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for our quality of customer service.
• Lead and scale Customer Experience Operations that includes the contact-centre, quality, training and projects teams. Have a clear focus to attract, develop and engage the right talents as a prerequisite for achieving and sustaining high customer service levels.
• Lead and manage the recruitment, training, induction and coaching process of the team.
• Lead and manage end-to-end customer contact processes and report progress for management reviews.
• Manage the overall performance of the Customer Experience Operations to deliver best-in-class services and always strive to exceed customers’ expectations.
• Lead an effective resource planning process, ensuring that resources are fully utilised and any contact demand is effectively covered.
• Work closely with Technology, Fulfillment Centre/ Warehouse, Transport/ Last Mile Delivery, Retail and Marketing teams on activities that impact customer service levels, operational efficiency and inbound complaints.
• Apply best practices, initiate continuous improvement plans and make recommendations based upon the employee and customer insights.
• Track Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT) and drive cross-functional initiatives.

Requirements :

• 8-10 years of experience, with at least 5 years experience in leading teams.
• Held senior management roles in Customer Service or Front-line service sector.
• Knowledge of call center and logistic systems is preferred.
• Exceptional leadership and people management skills.
• Ability to deal with multiple stakeholders, rapid change and remit to scale operations.
• Strong analytical and problem-solving skills.
• Strong negotiation & communication skills.
• Excellent listening and comprehension skills.
• Strong team player.
• Self-motivated achiever.

What’s in it for you?

• Opportunities to shape the future of eCommerce in the customer experience domain.
• Great growth and career progression opportunities in a high growth organisation.
• Office located at the International Business Park, beside Jurong East MRT station.