We are growing! We are currently looking to hire an experienced Senior Customer Success Associate/ Customer Success Manager for our office in Singapore, where you will be based.
About CXG:
Founded in 2006, CXG is a global customer experience company uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.
The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.
We are passionate about delivering impact.
Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.
What you will be doing
Reporting to the Regional VP, SEA, Oceania & Japan and the EVP Academy, you will join a dynamic and fast-paced environment and work closely with our regional and global teams to build strong, long-lasting relationships with our clients, coordinate with internal departments and deliver insightful, impactful presentations to executive and board-level stakeholders. Here, passion, integrity and a "can-do" attitude are always top of mind. Your daily tasks will involve:
- Partnering with luxury and premium brands to help them transform and drive business impact through customer experience.
- Maintaining and nurturing your client portfolio by offering white glove service andadded value.
- You take full ownership of projects from brief to delivery, working with significant autonomy and close collaboration with our team
- Collaborating with members of our international teams to design methodologies, develop new solutions and offer expert advice to our clients.
- Managing the entire account, including stakeholders, internal departments, budget and the quality of deliverables.
- Delivering insightful and engaging face-to-face presentations to C-level executives.
Requirements
What you will bring along:
This role requires a passion for the luxury industry and customer experience, strong organizational skills and experience in a client-facing role. You should also have:
- Experience range should ideally be above 3 years.
- A bachelor's or master's degree in administration, Business, Management or related field.
- Fluency in English (verbal and written). Fluency in Mandarin is a strong advantage.
- A naturally outgoing, high-energy communicator who builds rapport quickly and leaves a strong impression with clients.
- Experience in a service excellence environment such as premium airlines, luxury hospitality, luxury retail or high-end client service is highly valued.
- We welcome candidates from adjacent backgrounds such as marketing, PR, brand or hospitality who are passionate about customer experience.
- Previous work experience, preferably in retail and/or a client-facing (B2B) role.
- Strong verbal and written communication skills, with persuasive and diplomatic communication and experience in presentations and proposal writing.
- Analytical aptitude: the ability to examine data and draw meaningful insights.
- Leadership skills: externally, the ability to lead a client meeting; internally, the ability to take the lead on a project.
- A collaborative mindset and the ability to work well as part of a team.
- Consulting skills: the ability to challenge a client brief and ask meaningful questions.
- Excellent interpersonal skills.
- Time management: the ability to manage time and resources effectively in a deadline-driven environment.
If you have what we are looking for, please attach your updated resume with your contact details. Should your profile fit the requirements for the role, we will get in touch to learn more about your background, discuss the role in more detail and share potential next steps.
Skills Required
- At least 3 years of relevant experience, ideally more than 3 years
- Bachelor's or master's degree in administration, business, management, or a related field
- Fluency in English, verbal and written
- Strong client-facing experience and customer experience or service excellence background
- Previous retail and/or B2B client-facing experience
- Strong verbal and written communication skills
- Experience delivering presentations and writing proposals
- Analytical ability to examine data and draw meaningful insights
- Leadership skills for leading client meetings and projects
- Collaborative mindset and ability to work effectively in a team
- Consulting skills, including challenging client briefs and asking meaningful questions
- Excellent interpersonal skills
- Effective time and resource management in a deadline-driven environment
- Fluency in Mandarin
- Experience in premium airlines, luxury hospitality, luxury retail, or high-end client service
What We Do
Founded in China in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients. Previously, the business comprised three separate agencies: Albatross CX: Albatross CX captures and analyzes experience feedback from teams and customers. It helps brands stand out by providing luxury customer experiences. Wisely insights: Wisely Insights is a customer research agency that creates customized research for premium and luxury brands. It specializes in delivering insights that positively impact its clients’ businesses. FACE2FACE: FACE2FACE specializes in luxury retail training, coaching, and consulting. It aims to maximize and empower front-line teams and help them master the art of selling luxury. As the needs of our clients evolved, however, and the needs of our business developed, we recognized that this approach was not as effective as it once had been. We recognized something needed to change. And so CXG was born.
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