My Client is seeking a strategic and hands-on Senior Customer Experience Manager/Director to build, lead, and mentor our customer service team.
This role is critical in transforming our customer support function—from managing day-to-day inquiries to delivering a seamless, premium, concierge-level experience for our discerning members.
You will leverage your deep expertise in travel operations, OTA (Online Travel Agency), and TMC (Travel Management Company) environments to redefine how our members interact with us at every touchpoint.
Key Responsibilities
Leadership & Team Development
• Build, lead, and mentor a high-performing customer experience team.
• Create training frameworks to ensure consistent, premium-level service delivery.
• Foster a customer-first culture across the organization.
Customer Experience Transformation
• Redesign service processes to deliver concierge-level support.
• Manage the full customer lifecycle—from inquiry to booking, trip execution, and post-travel care.
• Implement feedback systems (NPS, CSAT) to measure and enhance satisfaction.
Travel Operations Expertise
• Oversee complex travel arrangements, including flights, hotels, and ground services.
• Leverage knowledge of airline GDS systems (Amadeus, Sabre, Travelport) for ticketing, fares, and distribution.
• Optimize OTA and TMC partnerships to enhance customer offerings.
Technology & Innovation
• Deploy and optimize CRM and support platforms (Salesforce, Zendesk, HubSpot).
• Integrate digital tools to automate workflows while maintaining a human touch.
• Explore opportunities to enhance member engagement using Web3, blockchain, or NFT-enabled solutions.
Requirements
• Minimum 5+ years of leadership experience in customer management within the travel industry.
• Proven hands-on experience with both OTAs (Expedia, , etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
• Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
• Demonstrated success in managing end-to-end customer service operations.
• Experience in training, coaching, and developing teams.
wledge of airline GDS systems (Amadeus, Sabre, Travelport) for ticketing, fares, and distribution.
HOW TO APPLY:
Interested applicants, kindly send your resume in MS WORD format to
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