Customer Experience Manager

The Customer Experience Manager at Essensuals Orchard, the Singapore flagship of TONI&GUY, is responsible for delivering exceptional client experiences by maintaining high service standards across all customer touchpoints. The role includes managing customer feedback and service recovery, developing customer service strategies, analyzing customer insights, and working closely with salon and operations teams to enhance service quality and customer satisfaction. Strong communication, leadership, and problem-solving skills are essential to uphold the brand’s commitment to excellence.

Specific Responsibilities:

• Oversee and enhance the end-to-end customer journey, ensuring exceptional service aligned

with the premium standards of Essensuals Orchard.

• Develop and implement customer service strategies to improve satisfaction, retention, and

loyalty.

• Handle customer feedback, complaints, and service recovery with professionalism and

efficiency.

• Train and coach front-line staff on service excellence, communication skills, and brand

representation.

• Monitor client reviews, feedback channels, and service metrics to identify improvement

areas.

• Collaborate with stylists and operations teams to ensure seamless service delivery.

• Drive initiatives to create a personalized, luxury salon experience for all clients.

Technical Skills and Competencies:

1. Customer Insights & Analytics Skills

2. Cross-Functional Collaboration Skills

3. Customer Journey Management Skills

4. Customer Service Strategy Development Skills

5. Service Recovery & Complaint Handling Skills

6. Operational Awareness Skills

Duration of Traineeship/Attachment Offered – 6 months

Mature Mid Career Individuals – $3,800

This Position is open for mid career individuals (Mature, 40 years and above).

Mid Career individuals from any qualifications level can apply.