Manager, Customer Happiness

Hiring Objective:

The MYSG Customer Happiness Manager is responsible for leading end-to-end customer support operations, driving customer experience improvements, and building a high-performing service team across Malaysia and Singapore.

This role oversees operational performance, SOP governance, workforce planning, stakeholder collaboration, and customer journey enhancements to ensure consistent, efficient, and customer-centric service delivery across all touchpoints.

The position also plays a key role in strengthening service quality, operational scalability, and continuous improvement initiatives aligned with business and customer needs.

Job Responsibilities:

The Customer Happiness Manager is responsible for building and sustaining a Gold Standard customer experience for MYSG.

This role oversees day-to-day support operations, ensures high-quality service delivery, and leads initiatives that strengthen customer trust and loyalty.

Beyond operational excellence, this role plays a key part in people development, service innovation, and budget planning, ensuring the MYSG support function remains scalable, efficient, and aligned with long-term business goals.



Qualification and Experience

Degree and above in related field

At least 5 - 10 years of experience in the same field

Skills & Knowledge

Operational & Customer Support Management

Strong understanding of end-to-end customer support operations across multiple channels (live chat, email, app support, retail-related cases).

Experience managing service KPIs such as FRT, RT, CSAT, QA, productivity, and SLA performance.

Knowledge of workforce planning, manpower forecasting, shift scheduling, and resource allocation.

Ability to manage operational budgets including manpower, tools, training, and engagement initiatives.

Familiarity with escalation management and crisis handling.

Customer Experience & Service Design

Strong understanding of customer journey mapping and Voice of Customer (VOC) analysis.

Ability to identify customer pain points and drive service improvement initiatives.

Experience improving customer experience across both digital and physical retail touchpoints.

Knowledge of customer satisfaction methodologies, complaint analysis, and service recovery practices

Leadership & People Development

Proven leadership and team management capabilities.

Strong coaching, mentoring, and performance management skills.

Experience building training plans, capability development frameworks, and succession pipelines.

Ability to foster a customer-first and accountability-driven culture.

Strong stakeholder communication and team collaboration skills.

Process Improvement & SOP Governance

Strong SOP development, documentation, and governance experience.

Knowledge of process optimisation, workflow improvement, and operational efficiency practices.

Experience implementing automation, self-service tools, or knowledge base enhancements.

Strong analytical and problem-solving mindset with continuous improvement capability.

Data, Reporting & Analytical Skills

Strong analytical skills with ability to interpret operational data and customer trends.

Experience preparing dashboards, reports, and performance insights for leadership.

Ability to conduct root cause analysis and recommend corrective actions.

Proficiency in Excel/Google Sheets and reporting tools.

Stakeholder & Cross-Functional Collaboration

Strong collaboration skills with Operations, Marketing, Product, Tech, CRM vendors, and Regional teams.

Experience managing cross-functional projects and driving alignment across departments.

Ability to communicate operational insights and recommendations effectively to leadership.

Preferred Knowledge & Tools

Experience in retail, F&B, e-commerce, or multi-site operations environment is an advantage.

Familiarity with CRM/ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar tools.

Understanding of customer support automation and AI-assisted service tools is an added advantage.

Knowledge of MYSG market operations and customer behaviour is preferred.