Customer Success Manager (Shipping)

About the job Customer Success Manager (Shipping)

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.

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Tagged as: Excel, Power BI