Customer Service Manager

Christian Bassett is recruiting a Customer Service Manager for a luxury watch & jewellery company.

• Within the Customer Service function, your main mission will be to lead and develop the Customer Service Centre in Singapore while ensuring operational excellence, service quality and business performance in line with the brand’s standards, values and customer service vision.
• Serving as the regional Customer Service hub for Southeast Asia and a centre of expertise for complication watches across Asia, the Singapore Customer Service Centre plays a key role in delivering an exceptional after-sales experience to clients and markets. In this context, you will be responsible for driving operational performance, developing teams and supporting the continued growth of Customer Service capabilities across the region.

In this context, you will be responsible for:

• Leading, coaching and developing a multidisciplinary team across workshop operations, customer service administration and training activities
• Fostering a high-performance and collaborative culture aligned with the company’s values and leadership principles
• Supporting talent development, succession planning, recruitment and employee engagement initiatives
• Overseeing end-to-end Customer Service Centre operations, ensuring excellence in quality, turnaround time and client experience
• Monitoring workshop capacity, workload allocation and operational performance to optimize efficiency and service delivery
• Ensuring Customer Service processes, methodologies and standards are consistently applied in line with Group requirements
• Acting as the reference Customer Service Centre for Southeast Asia and supporting Customer Service activities across regional markets
• Managing the Customer Service Training Centre and contributing to the development of technical and operational capabilities across the region
• Supporting the network of authorized repair centres and ensuring alignment with Customer Service standards
• Analyzing operational performance and identifying opportunities to improve productivity, quality, efficiency and customer satisfaction
• Driving continuous improvement initiatives and supporting operational transformation projects
• Supporting business growth through effective resource planning, capacity management and capability development
• Managing budgeting, forecasting and resource planning activities to ensure sustainable business performance
• Establishing and monitoring key performance indicators while providing meaningful reporting and performance insights to management
• Supporting strategic decision-making through data analysis and business recommendations
• Ensuring compliance with Customer Service policies, quality standards, governance requirements and internal control procedures
• Supporting audits, risk management activities and the continuous improvement of operational controls
• Building strong partnerships with regional and global stakeholders to support Customer Service objectives and business priorities

Qualifications

• Bachelor's degree in Business Administration, Engineering, Operations Management or a related discipline
• Minimum of 8 to 10 years of experience in Customer Service, After-Sales Service, Operations or Workshop Management
• Proven experience managing medium to large teams within a service, technical or operational environment
• Experience working in a regional or multinational organization
• Strong understanding of after-sales operations, service delivery and operational excellence principles
• Demonstrated experience in performance management, process optimization and continuous improvement initiatives
• Strong analytical skills with the ability to interpret operational data, KPIs and business performance metrics
• Experience managing budgets, forecasting activities and resource planning
• Strong leadership and people development capabilities with the ability to inspire, coach and develop high-performing teams
• Excellent communication and stakeholder management skills, with the ability to influence across functions and levels
• Customer-centric mindset combined with strong business acumen and strategic thinking
• Proficiency in Microsoft Office applications and business reporting tools
• Experience in luxury goods, watchmaking or technical service environments would be a strong advantage

Only shortlisted candidates will be notified.