Customer Success Manager (Shipping)

About the role Our client, a shipping company in Singapore, is looking for a Customer Success Manager to lead its global customer experience transformation.

You will make the end-to-end customer journey simpler, more digital and more personal across online, self-service and frontline channels, so that customers enjoy a smooth and transparent experience while the business gains in efficiency, consistency and results. This is a full-time, manager-level role.

What you will do Manage customer experience performance across the agency network. Plan and deliver customer experience training and capability building.

Shape and run the customer experience transformation roadmap: pick and prioritise initiatives that digitise interactions, redesign key journeys and simplify service touchpoints.

Lead digital journey projects such as customer portals, online engagement, digital documents, shipment visibility, exception handling, proactive updates, automation and self-service adoption, keeping them easy to use and scalable.

Find manual or repetitive customer interactions that can move to digital and self-service channels, while keeping personal frontline support for complex or high-value needs. Map and document processes, oversee their governance and compliance, and drive process improvements where needed.

Turn customer feedback, frontline insights, stakeholder input and performance data into practical improvements. Work across functions and with stakeholders to align digital tools, process design, service standards and frontline behaviour to one clear customer journey vision.

Set success measures and track the impact of initiatives on satisfaction, adoption, efficiency, service quality and business results.

Requirements

Bachelor's or Master's degree. At least 10 years in customer experience, customer experience transformation, journey redesign, process excellence or service transformation, within shipping or logistics or another customer-facing industry. Hands-on experience of a c