Full-timeCustomer service· Posted 18 Sept

Senior Manager, Customer Service

SPH MediaFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

SPH Media is looking for a senior leader to take charge of its multi-channel Contact Center and subscription processing unit. The role focuses on turning traditional customer support into a modern, low-effort and emotionally intelligent experience, blending human empathy with AI-driven automation. It suits an experienced customer service leader who is comfortable with digital transformation and large frontline teams.

What you'll do

Oversee daily operations of the Contact Center and subscription processing workflows
Set, monitor and raise service benchmarks such as service level, First Contact Resolution and Customer Satisfaction across channels
Identify operational gaps, review business practices and execute transformation roadmaps

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Drive adoption of contact center tools such as Generative AI assistance, conversational chatbots and automated analytics

Lead capacity planning, forecasting and resource optimization for a scalable, cost-effective operations model

Refine KPIs and data analytics frameworks to measure operational health

Translate frontline data, customer sentiment and capacity trends into long-term strategies and feedback for business units

Act as the customer experience stakeholder in enterprise initiatives, including next-generation CRM development with Project & Operations and Digital teams

Work with Consumer Marketing on operational readiness for product and campaign rollouts and churn reduction

Develop and align a customer service roadmap and budget supporting digital transformation goals

Recruit, inspire and upskill a high-performing Customer Service team, equipping team leaders with real-time analytics for coaching

Good to know

Location: Singapore
Minimum 15 to 18 years of progressive experience in contact center operations, customer service or customer experience environments
At least 8-10 years in a leadership capacity managing large, diverse frontline and supervisory teams
Bachelor's degree in Business Administration, Communications, Information Systems or a related discipline from a recognized tertiary institution
Professional certifications in COPC, Customer Experience (e.g., CCXP) or Agile frameworks are advantageous

Requirements

Strong knowledge of multi-channel Contact Center platforms and enterprise CRM systems (e.g., ServiceNow, AWS)
Strong data literacy with ability to use predictive analytics and real-time dashboards to forecast demand spikes and identify process bottlenecks
Excellent stakeholder management and negotiation skills, able to collaborate with senior leadership, newsrooms, digital, product and marketing teams
Exceptional people skills with experience managing relationships and communicating with internal staff across ranks
Excellent command of written and spoken English and presentation skills
Good project management skill to ensure timely delivery of initiatives and outcomes

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SPH Media

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Senior Manager, Customer Service

About the role

What you'll do

Good to know

Requirements

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