At a Glance
- Tasks: Lead the Customer Success team to enhance the parenting experience for mothers and their little ones.
- Company: Join Hegen, a top innovator in mother and baby products, recognised for rapid growth.
- Benefits: Enjoy a supportive work culture, career development opportunities, and a chance to make a real impact.
- Other info: Work in a dynamic environment focused on personal growth and inclusivity.
- Why this job: Be a key player in transforming customer experiences and driving service excellence.
- Qualifications: 7+ years in customer care with leadership experience; bilingual in English and Mandarin.
The predicted salary is between 80000 - 99013 £ per year.
At Hegen, we redefine the parenting experience with award-winning innovations tailored for mothers and their little ones.
As a trusted brand in mother and baby products, our mission is to empower mothers in their breastfeeding journey and ease the transition into parenthood through meaningful products and services.
Recognised as one of Singapore’s top 10 fastest growing companies, Hegen takes pride in creating practical solutions that combine thoughtful designs with functionality and sustainability for time-strapped parents.
About the Role
We are seeking an experienced and customer-centric Customer Care Manager (Customer Success) to oversee Hegen's Customer Success function and drive service excellence across the customer journey.
In this role, you will be responsible for overseeing the end-to-end customer journey, driving service excellence, and establishing the operational framework that enables the Customer Success team to perform effectively and consistently.
You will lead the development of service standards, customer success processes, reporting frameworks and team capabilities while ensuring alignment with Hegen's business objectives.
As the functional head of Customer Success, you will serve as the primary representative of the function, partnering closely with cross-functional stakeholders to translate customer insights into meaningful business improvements.
You will be responsible for fostering a high-performing team, driving continuous improvement initiatives and ensuring customers receive a seamless and positive experience across all touchpoints.
Key Responsibilities
- Functional Leadership & Team Management
- Lead and oversee the Customer Success function, ensuring alignment with organisational priorities and customer needs.
- Build, develop and maintain a high-performing Customer Success team through effective coaching, mentorship and performance management.
- Establish clear team objectives, priorities and performance expectations.
- Foster a customer-centric culture focused on service excellence, accountability and continuous improvement.
- Support workforce planning, recruitment, onboarding and capability development within the Customer Success function.
- Customer Operations & Governance
- Own the design, implementation, governance and continuous improvement of Customer Success policies, SOPs, workflows and service standards.
- Establish governance frameworks to ensure consistency, quality and operational effectiveness across the function.
- Develop escalation protocols and ensure customer concerns are managed appropriately and resolved in a timely manner.
- Continuously review and optimise customer processes to improve efficiency, scalability and service delivery.
- Drive the adoption of technology, automation and AI-enabled solutions where appropriate to enhance customer operations and productivity.
- Customer Experience & Service Excellence
- Oversee the delivery of exceptional customer support across all customer touchpoints.
- Monitor customer satisfaction trends, service performance metrics and customer feedback channels.
- Identify opportunities to strengthen customer satisfaction, retention and advocacy.
- Partner with the team to resolve complex customer issues and service recovery situations where necessary.
- Champion initiatives that enhance the overall customer journey and customer experience.
- Stakeholder Management & Cross-Functional Collaboration
- Serve as the primary representative of the Customer Success function in cross-functional discussions and initiatives.
- Partner closely with Quality Assurance, Commercial, Supply Chain Management and other stakeholders to address customer concerns and drive continuous improvement.
- Translate customer feedback into actionable recommendations that support business, product and process improvements.
- Influence decision-making through meaningful customer insights, data and recommendations.
- Customer Education & Knowledge Management
- Oversee the development and maintenance of customer-facing knowledge resources, training materials and educational content.
- Ensure customer information remains accurate, relevant and aligned with product developments.
- Establish best practices in customer communication, product education and service delivery.
- Support customer, distributor and internal training initiatives where required.
- Reporting & Continuous Improvement
- Develop and maintain reporting frameworks that provide visibility into customer trends, operational performance and service quality.
- Analyse customer feedback, recurring issues and operational data to identify risks and opportunities.
- Track and report on departmental performance against agreed objectives and service standards.
- Lead continuous improvement initiatives that enhance operational effectiveness and customer outcomes.
Requirements
- Bachelor's degree in Business, Communications, Marketing or a related discipline.
- At least 7 years of experience in customer care, customer service, customer operations or a related customer-facing function.
- At least 3 years of experience leading, coaching or managing teams.
Proficiency in both English and Mandarin (written and spoken) is required to effectively support customer interactions, review customer communications and engage with Mandarin-speaking customers and stakeholders.
- Strong understanding of customer journey management and customer experience principles.
- Demonstrated ability to lead teams, manage stakeholders and drive operational improvements.
- Experience developing SOPs, service standards, reporting frameworks and operational processes.
- Strong analytical, problem-solving and decision-making capabilities.
- Excellent communication, interpersonal and stakeholder management skills.
- Comfortable with customer systems and digital tools such as Zendesk, Microsoft Office Suite and Zoom.
- Experience within a retail, consumer goods, healthcare, parenting or high-growth environment will be advantageous.
- Able to work onsite from Monday to Friday, 9:00 AM to 6:00 PM, as well as two Saturdays per month.
- Equal Opportunity & Data Protection Statement
Hegen is an equal opportunity employer and is committed to building an inclusive and diverse workforce.
All employment decisions are based on merit, qualifications, and business needs.
By submitting your application, you consent to the collection, use and disclosure of your personal data for recruitment and employment-related purposes in accordance with applicable data protection laws.
Join Us
At Hegen, we are passionate about fostering a purpose-driven, inclusive and collaborative work environment where every team member can thrive.
We are committed to supporting personal growth and offering opportunities for career development at every stage of your journey.
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Customer Care Manager employer: Hegen Pte. Ltd.
At Hegen, we pride ourselves on being a dynamic and innovative employer that champions personal growth and collaboration. Our inclusive work culture fosters creativity and empowers employees to make a meaningful impact in the lives of parents and their little ones. With a commitment to sustainability and excellence, we offer exciting career development opportunities in the heart of Singapore's thriving retail landscape, making Hegen an exceptional place to advance your career as a Trade Marketing Manager.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hegen Pte. Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hegen Pte. Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hegen Pte. Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Hegen Pte. Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hegen Pte. Ltd.!
How to prepare for a job interview at Hegen Pte. Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
