Global Customer Experience Manager

Shape customer experience in global shipping. Lead digital transformation and deliver seamless, personalized service.
Faststream Recruitment has partnered exclusively with an organization who is looking for a Global Customer Experience Manager to join their team in Singapore.
Responsibilities:
Lead the CX transformation roadmap, prioritising initiatives that simplify customer journeys and enhance digital, self-service and frontline experiences.
Manage CX performance across agencies, ensuring consistent service standards and customer outcomes.
Drive digital initiatives covering customer portals, digital documentation, shipment visibility, proactive communication, automation and exception management.
Increase digital and self-service adoption while maintaining personalised support for complex and high-value customer needs.
Map, document and improve processes to reduce friction, enhance transparency and strengthen operational efficiency.
Ensure process governance and compliance across agencies and functions.
Translate customer feedback, frontline insights and performance data into practical improvements.
Collaborate with cross-functional teams and stakeholders to align digital tools, processes and service delivery with the customer journey vision.
Strengthen CX capabilities through training, coaching and the adoption of customer-focused behaviours.
Define and track success measures across customer satisfaction, digital adoption, efficiency, service quality and business outcomes.
Key Requirements:
Strong experience in shipping / logistics with prior experience in CX transformation initiatives
Minimum 5 years of related experience
Proven track record in driving digital adoption and has worked with automation or workflow simplication
Skilled in Excel, Power BI, reporting and analysis
Jeralyn Chong (EA Reg no: R21100780)
Faststream Recruitment Pte Ltd, EA Licence no: 09C3403

Tagged as: Excel, Power BI