Customer Experience Manager

PRISM+ is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. PRISM+ was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances.

Join us at PRISM+ and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow.

Responsibilities

• Lead, mentor, and develop a diverse Customer Experience team, fostering a customer-centric culture across all touch points.
• Manage the end-to-end customer journey, ensuring a seamless and consistent experience throughout the customer lifecycle.
• Analyze customer feedback, satisfaction metrics, and behavioral trends to identify opportunities for improving the overall customer experience.
• Collaborate closely with cross-functional teams including Operations, Product, Logistics, Marketing, and Sales to address customer pain points and drive customer-focused initiatives.
• Drive continuous improvement initiatives by evaluating customer journeys, workflows, and processes to increase efficiency and customer value.
• Monitor customer experience performance metrics and implement action plans to achieve and exceed targets.
• Review customer insights and operational reports to identify trends, risks, and opportunities, translating findings into meaningful business improvements.
• Develop and maintain customer experience standards, policies, and best practices to ensure consistency across all customer interactions.
• Support the implementation and optimization of CRM and customer engagement tools to enhance customer relationships and operational effectiveness.
• Lead customer experience projects and initiatives, ensuring successful execution and measurable business impact.
• Create an environment that encourages innovation, employee engagement, collaboration, and continuous learning.
• Make customer-focused decisions grounded in empathy, business objectives, and long-term relationship building.
• Any other ad-hoc tasks as assigned by the Company

Requirements

• All-hands-on-deck attitude with an ability to remain calm and excel under pressure
• Fluent English with excellent communication skills, both written and verbal. Proficiency in Chinese will be an added advantage
• At least 3 Year(s) of working experience in the related field
• Proficiency in CRM software, such as Zendesk and Salesforce
• A successful track record working in a high-volume environment
• Able to solve problems by thinking analytically and creatively
• Familiar with the latest e-commerce trends
• High flexibility during busy period
• Ability to empathise with and prioritize customer needs
• Ability to determine customer needs and provide appropriate solutions, setting expectations with customers