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Client Service Manager, APAC - D09 Cairnhill, Orchard, River Valley, SG

Client Service Manager, APAC - D09 Cairnhill, Orchard, River Valley, SG

RIMOWA SINGAPORE PTE. LTD.D09 Cairnhill, Orchard, River Valley, SG
11 days ago
Job description

Roles & Responsibilities

Market Coverage : Australia, Malaysia, Singapore and Thailand

Roles and Responsibilities

  • Lead the Client Service implementation in Singapore
  • Prepare quarterly contact forecasts for Client Service and define the necessary team sizing to meet service demands.
  • Design the annual strategy for contact channels and team organization, ensuring alignment with the RIMOWA’s vision and growth plans. Develop and manage the corresponding budget.
  • Monitor quantitative and qualitative KPIs on a daily, weekly, and monthly basis, implementing action plans as needed to drive continuous improvement and ensure service excellence.
  • Lead a multicultural team and ramp-up the advisors with a structured methodology for coaching and training.
  • Address client requests, complaints, and issues, often serving as a point of escalation to ensure quick and effective solutions.
  • Propose optimizations in tools, processes, reports, and organization to enhance both advisor experience and service delivery. Collaborate with relevant departments for implementation.
  • Drive the launch of new channels and services, ensuring operational alignment and seamless integration into the team’s workflows.
  • Perform data analyses to understand business trends, assess the impact of initiatives, and gain insights into client behavior to drive decision-making.
  • Act as the Voice of the Client, representing APAC clients in cross-functional projects and ensuring their needs are at the forefront of our service strategies.
  • Share best practices and collaborate with global Client Service leaders, positioning Client Service in APAC as a leader in innovative service solutions.

Work Requirement :

  • At least 5 years of experience as a Client Service Manager or key contact for a partner, with proven leadership in managing.
  • Inspirational leader, capable of building a collaborative and client-focused culture.
  • Analytical and results-driven, with the ability to translate data insights into actionable strategies.
  • Thorough and detail-oriented, ensuring high-quality service standards.
  • Entrepreneurial spirit, with the ability to drive innovation and lead multiple projects simultaneously.
  • Strong communicator, adaptable to various audiences in both oral and written form.
  • Advanced knowledge of Microsoft Excel, PowerPoint required. Experience with Salesforce Service Cloud is appreciated.
  • Ability to manage deadlines, work under pressure, and balance multiple priorities.
  • Curious and attuned to market trends, always looking for ways to improve service offerings; ability to work with global teams and adapt to different cultural contexts.
  • Excellent communication skills in English, both verbal and writing. Further language as an advantage

    • Tell employers what skills you have

    Coaching

    Excellent Communication Skills

    Leadership

    Team Development

    Strategy

    Adaptable

    Customer Management

    Customer Satisfaction

    Decision Making

    Service Excellence

    Service Delivery

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    Manager • D09 Cairnhill, Orchard, River Valley, SG