Position 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 Experiences

• Degree and above in related field
• At least 5 - 10 years of experience in the same field

• 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.
  
  
• Behavioural Traits & Personality
• Customer-first mindset with strong empathy and service orientation.
• Strong sense of ownership, accountability, and urgency in resolving issues.
• Calm and composed under pressure, especially during escalations or operational challenges.
• Proactive and solution-oriented with the ability to anticipate operational gaps and customer pain points.
• Highly organised with strong attention to detail and operational discipline.
• Analytical thinker who is data-driven in decision-making and problem solving.
• Adaptable and resilient in a fast-paced, dynamic environment.
• Strong leadership presence with the ability to motivate, coach, and influence teams positively.
• Excellent interpersonal and communication skills across all levels of stakeholders.
• Collaborative team player who works effectively across departments and markets.
• Continuous improvement mindset with willingness to challenge inefficiencies and drive innovation.
• Mature judgement and professionalism when handling sensitive customer or operational matters.
• Positive attitude with high learning agility and openness to feedback.
• Able to balance people management, operational execution, and strategic thinking effectively.
• Passionate about building strong customer experiences and service excellence culture.
• Self-motivated, dependable, and capable of working independently with minimal supervision.