Customer Experience Manager

About PRISM+

PRISM+ is a Singapore-born electronics brand with operations in Singapore and a growing footprint in Australia, Malaysia, and the Philippines. Launched in 2017 as a direct-to-consumer display specialist, it rapidly rose to the top position for monitors and smart TVs in Singapore. The company is recognised for delivering premium-feeling products at accessible prices, along with a customer experience that has earned strong industry praise. Today, its range extends beyond displays to include a broader lineup of home electronics and appliances.

At PRISM+, you will join a company focused on bringing innovative technology to more people while creating meaningful impact. The role offers the opportunity to influence how customers experience the brand and to contribute to a culture where ideas, learning, and growth are valued.

Role Overview

The Customer Experience Manager will oversee the customer journey end to end, guide the CX team, and work across departments to improve service quality, operational efficiency, and customer satisfaction. This position requires strong leadership, analytical thinking, and a hands-on approach to problem solving in a fast-paced environment.

Key Responsibilities

• Lead, coach, and grow a varied Customer Experience team while building a strong customer-first mindset across all interaction points.
• Oversee the full customer lifecycle to ensure a smooth, consistent experience from first contact through post-purchase support.
• Examine customer feedback, satisfaction indicators, and behaviour patterns to uncover ways to improve service quality.
• Work closely with teams in Operations, Product, Logistics, Marketing, and Sales to resolve pain points and launch customer-focused improvements.
• Identify inefficiencies in journeys, workflows, and processes, then drive initiatives that improve speed, effectiveness, and customer value.
• Track customer experience KPIs and put action plans in place to meet and surpass target outcomes.
• Interpret customer insights and operational data to spot trends, risks, and opportunities that can be turned into business improvements.
• Create and maintain standards, policies, and best practices that keep customer interactions consistent.
• Support the rollout and enhancement of CRM and customer engagement systems to strengthen relationships and improve operations.
• Own CX projects and initiatives from planning to execution, ensuring they deliver measurable results.
• Promote an environment that supports innovation, engagement, teamwork, and ongoing learning.
• Make customer decisions with empathy, commercial awareness, and a focus on long-term relationships.
• Handle other duties assigned by the company as needed.

Requirements

• A proactive, hands-on approach and the ability to stay composed and perform well under pressure.
• Excellent spoken and written English; knowledge of Chinese will be a plus.
• At least 3 years of experience in a related field.
• Working knowledge of CRM platforms such as Zendesk and Salesforce.
• Proven experience in a high-volume operational environment.
• Strong analytical and creative problem-solving skills.
• Awareness of current e-commerce trends.
• Comfort with flexibility during peak periods.
• Strong empathy for customers and the ability to prioritise their needs.
• Ability to identify customer requirements, recommend suitable solutions, and set clear expectations.

Additional Information

This is a full-time, onsite role based in Singapore, Singapore. No salary, perks, openings count, application deadline, or start date were provided in the source.