Customer Experience Manager – Lifestyle Vertical

About the role

The core purpose of this role is to deliver a customer satisfaction solution, continuously identifying both operational and financial process improvements to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) targets.

Key responsibilities

• Drive team execution to meet or exceed individual customer KPIs, KCXI targets, and CSLS goals.
• Build strong rapport with key clients and internal stakeholders; coach team members to identify and drive upselling opportunities.
• Achieve productivity targets, optimize service delivery costs, and complete regular CM1 financial reviews within required deadlines.
• Conduct timely performance appraisals and establish personal development plans for all direct reports.
• Manage workforce planning and coverage to maintain seamless customer service during holiday and leave periods.

Required profile

• Bachelor’s degree in Business Administration, Logistics, Supply Chain or a related field.
• Approximately 8 years of total work experience with at least 5 years in team leadership or supervisory roles.
• Proven track record in a fast‑paced global transport and logistics environment.
• Inclusive, international mindset with willingness to travel as required.

Required skills

• Excellent written and spoken English.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Chinese language proficiency (optional).