Customer Service Manager

The Role

Lead and scale the Singapore Customer Service Centre, driving operational excellence, service quality and business performance in line with the company's standards and values.

The Centre functions as the regional after-sales hub for South East Asia and the group's centre of expertise for complication watches across Asia, delivering a best-in-class customer experience to clients and markets throughout the region.

Key Responsibilities

• Lead, coach and develop a cross-functional team across workshop operations, customer service administration and training
• Cultivate a high-performance, collaborative culture consistent with the company's leadership principles
• Drive talent development, succession planning, recruitment and employee engagement
• Take ownership of end-to-end Centre operations, ensuring quality, turnaround time and client experience hit target
• Track workshop capacity and workload allocation to maximize efficiency and delivery
• Ensure Customer Service processes and methodologies remain aligned with Group requirements
• Serve as the reference Centre for South East Asia, supporting Customer Service activity across regional markets
• Run the Customer Service Training Centre and grow technical/operational capability across the region
• Oversee the authorized repair centre network to ensure standards alignment
• Analyze performance data and identify opportunities to lift productivity, quality and customer satisfaction
• Lead continuous improvement and operational transformation projects
• Own budgeting, forecasting and resource planning
• Establish and monitor KPIs, delivering performance reporting and insights to management
• Support strategic decisions through data analysis and business recommendations
• Ensure compliance with Customer Service policy, quality standards and internal controls
• Support audits and risk management activity
• Build strong partnerships with regional and global stakeholders

Requirements

• Bachelor's degree in Business Administration, Engineering, Operations Management or related field
• 8 to 10 years in Customer Service, After-Sales Service, Operations or Workshop Management
• Proven track record leading medium to large teams in a service, technical or operational environment
• Experience in a regional or multinational organization
• Solid grasp of after-sales operations, service delivery and operational excellence principles
• Track record in performance management, process optimization and continuous improvement
• Strong analytical skills, comfortable working with operational data, KPIs and business metrics
• Experience managing budgets, forecasting and resource planning
• Strong leadership and people development capability, able to inspire and grow high-performing teams
• Excellent communication and stakeholder management, able to influence across functions and levels
• Customer-centric mindset paired with strong business acumen and strategic thinking
• Proficient in Microsoft Office and business reporting tools
• Background in luxury goods, watchmaking or technical service environments a strong plus