Global Customer Experience Manager

Shape customer experience in global shipping. Lead digital transformation and deliver seamless, personalized service.

Faststream Recruitment has partnered exclusively with an organization who is looking for a Global Customer Experience Manager to join their team in Singapore.

Responsibilities:

• Lead the CX transformation roadmap, prioritising initiatives that simplify customer journeys and enhance digital, self-service and frontline experiences.
• Manage CX performance across agencies, ensuring consistent service standards and customer outcomes.
• Drive digital initiatives covering customer portals, digital documentation, shipment visibility, proactive communication, automation and exception management.
• Increase digital and self-service adoption while maintaining personalised support for complex and high-value customer needs.
• Map, document and improve processes to reduce friction, enhance transparency and strengthen operational efficiency.
• Ensure process governance and compliance across agencies and functions.
• Translate customer feedback, frontline insights and performance data into practical improvements.
• Collaborate with cross-functional teams and stakeholders to align digital tools, processes and service delivery with the customer journey vision.
• Strengthen CX capabilities through training, coaching and the adoption of customer-focused behaviours.
• Define and track success measures across customer satisfaction, digital adoption, efficiency, service quality and business outcomes.

Key Requirements:

• Strong experience in shipping / logistics with prior experience in CX transformation initiatives
• Minimum 5 years of related experience
• Proven track record in driving digital adoption and has worked with automation or workflow simplication
• Skilled in Excel, Power BI, reporting and analysis

Jeralyn Chong (EA Reg no: R21100780) Faststream Recruitment Pte Ltd, EA Licence no: 09C3403