Customer Experience Manager

Job Description

Our client is an innovative travel and lifestyle ecommerce platform that blends premium experiences with cutting-edge technology, including Web3 elements. Designed for a global membership base, the company offers curated travel and entertainment services powered by personalization, digital innovation, and a forward-thinking approach.

They are seeking aCustomer Experience Managerto lead and elevate their customer service operations. This role is responsible for driving service excellence, optimizing operational workflows, and delivering a high-touch experience to both members and partners. The ideal candidate will be both strategic and hands-on, with a passion for redefining customer engagement in the travel space. This position can work remote in Hong Kong, Singapore or Malaysia.

Job responsibilities

• Lead the customer service function, ensuring smooth day-to-day operations
• Develop and implement service strategies that enhance member satisfaction
• Manage the full customer journey, from inquiry to post-service follow-up
• Collaborate with internal teams to align service delivery with business goals
• Monitor performance metrics and drive continuous improvement
• Provide training and mentorship to the customer service team
• Act as a key point of contact for escalations and VIP member support

Requirements:

• 5+ years of experience in customer service leadership, preferably in travel, lifestyle or ecommerce sectors
• Strong understanding of online business operations and platforms
• Proven ability to lead teams and deliver exceptional service experiences
• Experience with CRM and support tools

Interested candidates, please clickApplyor send your CV directly to.