Customer experience manager Jobs in Grand Rapids, MI

The Singapore Sports Hub is seeking an experienced and forward-thinking Head of Customer Experience to lead the transformation of the customer experience in line with a refreshed brand promise. The role will be pivotal in shaping a seamless, customer-centric experience across all touchpoints championing an omni-channel brand experience by integrating advanced technologies such as CRM platforms, customer service tools, telephony systems, and data analytics with necessary service culture and training to propel the venue experience to a global stage.

The Head of Customer Experience will drive the creation and delivery of a customer service-oriented Customer 360 data platform, ensuring that all customer interactions, from inquiries to post-event feedback, are tracked, analysed, and used to create personalized, data-driven service experiences. This role will utilize systems like Salesforce Service Cloud, Zendesk, ServiceNow, Microsoft Dynamics, Twilio, Amazon Connect, and Cisco to enhance the customer journey, ensure service excellence, and support strategic initiatives for brand alignment.

Key Responsibilities :

• Customer Experience Strategy & Brand Alignment :

Deliver on the Brand Promise : Lead the development and execution of a customer experience strategy that aligns with the refreshed brand identity of the Singapore Sports Hub. The strategy should ensure a consistent, seamless experience across all touchpoints—whether online, in-person, or via telephony systems—reflecting the Hub’s commitment to excellence, innovation, and customer-centricity.

Omnichannel Service Management : Oversee the integration of telephony systems (such as Twilio, Amazon Connect, and Cisco) with CRM platforms like Salesforce Service Cloud and Zendesk. Ensure that customer service agents have a unified view of customer data from all communication channels, enabling them to provide faster, more personalized service.

CRM Integration and Utilization : Ensure that Salesforce Service Cloud, Microsoft Dynamics, Zendesk, and other CRM tools are fully integrated with telephony systems and other service platforms. This integration will ensure that customer interactions are tracked across all channels and that service teams can provide a personalized, efficient experience based on complete customer histories.

Customer Feedback Systems : Deploy and manage tools like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) etc. across all touchpoints to gauge the quality of customer service and gather actionable feedback. Use platforms such as Qualtrics, Medallia etc. to capture and analyze feedback from every interaction—whether online, in-person, or over the phone.

CX Data Analysis : Leverage data from CRM systems, telephony platforms, and customer satisfaction tools to track and analyze customer behaviour, service trends, and satisfaction levels. Use these insights to inform decision-making and drive continuous improvement in service quality.

Build a Customer-First Culture : Foster a service culture that reflects the refreshed brand promise. Provide leadership and training to ensure all customer-facing employees—across digital, in-person, and telephonic channels—are aligned with the customer experience vision and equipped to deliver exceptional service.

Align CX with Marketing Goals : Work closely with marketing and branding teams to ensure that customer experience initiatives align with the Hub's brand strategy and customer engagement goals. Ensure that the Customer 360 data platform informs marketing campaigns, loyalty programs, and customer engagement efforts.

Key Requirements :

Minimum of 8-10 years of experience in customer experience leadership, with at least 5 years managing large, multi-channel customer service operations and experience in service culture and excellence playbooks and delivery.

Experience in building and optimizing omnichannel customer service strategies, integrating digital, mobile, telephony, and in-person touchpoints into a cohesive experience.

Information :

Seniority level : Director

Employment type : Full-time

Job function : Customer Service

Industries : Spectator Sports and Hospitality

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