Market Coverage: Australia, Malaysia, Singapore and Thailand

Roles and Responsibilities

• Lead the Client Service implementation in Singapore
• Prepare quarterly contact forecasts for Client Service and define the necessary team sizing to meet service demands.
• Design the annual strategy for contact channels and team organization, ensuring alignment with the RIMOWA’s vision and growth plans. Develop and manage the corresponding budget.
• Monitor quantitative and qualitative KPIs on a daily, weekly, and monthly basis, implementing action plans as needed to drive continuous improvement and ensure service excellence.
• Lead a multicultural team and ramp-up the advisors with a structured methodology for coaching and training.
• Address client requests, complaints, and issues, often serving as a point of escalation to ensure quick and effective solutions.
• Propose optimizations in tools, processes, reports, and organization to enhance both advisor experience and service delivery. Collaborate with relevant departments for implementation.
• Drive the launch of new channels and services, ensuring operational alignment and seamless integration into the team’s workflows.
• Perform data analyses to understand business trends, assess the impact of initiatives, and gain insights into client behavior to drive decision-making.
• Act as the Voice of the Client, representing APAC clients in cross-functional projects and ensuring their needs are at the forefront of our service strategies.
• Share best practices and collaborate with global Client Service leaders, positioning Client Service in APAC as a leader in innovative service solutions.

Work Requirement:

• At least 5 years of experience as a Client Service Manager or key contact for a partner, with proven leadership in managing.
• Inspirational leader, capable of building a collaborative and client-focused culture.
• Analytical and results-driven, with the ability to translate data insights into actionable strategies.
• Thorough and detail-oriented, ensuring high-quality service standards.
• Entrepreneurial spirit, with the ability to drive innovation and lead multiple projects simultaneously.
• Strong communicator, adaptable to various audiences in both oral and written form.
• Advanced knowledge of Microsoft Excel, PowerPoint required. Experience with Salesforce Service Cloud is appreciated.
• Ability to manage deadlines, work under pressure, and balance multiple priorities.
• Curious and attuned to market trends, always looking for ways to improve service offerings; ability to work with global teams and adapt to different cultural contexts.
• Excellent communication skills in English, both verbal and writing. Further language as an advantage