Senior Executive, Customer Experience/Relations
Job Description:
Responsibilities:
- Delivering consistent and exceptional customer experiences and ensuring effective case resolution, contributing to stronger customer loyalty and reinforcing a positive brand perception at the dealership.
- Works closely with internal stakeholders to manage customer feedback and escalations, while also driving continuous Customer Experience improvement initiatives across Sales and Aftersales.
Manage customer feedback across its full lifecycle, ensuring timely responses, accurate tracking, and appropriate escalation. Serve as a key contact for complex or sensitive cases, working closely with relevant teams to drive coordinated resolutions and review customer communications for professionalism and brand consistency.
Manage the Voice of Customer ecosystem, ensuring data accuracy, monitoring customer satisfaction metrics, and translating insights into performance improvement actions with relevant teams.
Coordinate and manage customer board meetings with key stakeholders, preparing materials, tracking KPI performance and action plans, ensuring visibility and follow through.
Support and enhance customer experience standards across all touchpoints, from showroom interactions to service journeys, by conducting quality checks, identifying improvement opportunities, and partnering with frontline teams to deliver a consistently premium experience.
Represent the organisation in customer care governance, ensuring alignment with regional standards, and acting as a key liaison on customer‑related matters.
Support operational aspects of Customer Experience and Customer Relations, including invoice coordination and the smooth execution of customer experience programmes.
Requirements
Diploma or Degree in Business Administration, Communications, Service Management, Hospitality Management, Marketing, or related fields.
3 - 5 years of relevant experience in Customer Experience (CX), Customer Relations (CR), complaints management, service quality, or customer management, preferably in a service-driven environment.
Prior experience in a luxury or premium‑brand environment will be advantageous.
Strong data analysis and interpretation skills.
Excellent written and verbal communication skills.
Comfortable working with multiple stakeholders and managing sensitive or escalated customer cases.
Detail-oriented, organized, and able to manage multiple priorities.
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
Kindly email your resume in a detailed Word/pdf format to ashley@peopleprofilers.com
We regret that only shortlisted candidates will be notified
People Profilers Pte Ltd
Tel: 6950 9753
EA Registration Number: R1111375
EA licence number 02C4944
EA Personnel: Lee Hui En Ashley