Head of Customer Service & Experience

ABOUT VALIRAMValiram was established in 1935 in Kuala Lumpur, Malaysia, originally specializing in the textile trade. Today, Valiram is Southeast Asia’s leading luxury goods and 360° retail specialist with presence in Malaysia, Singapore, Indonesia, Australia, Thailand, Hong Kong, Macau, Vietnam and the Philippines.Operating more than 500 stores, a number which continues to grow, the group represents in excess of 200 brands across various categories, from fashion and accessories, timepieces and jewelry, perfume and cosmetics to confectionery and dining concepts.Learn more about us at www.valiram.comValiram Brands:Beauty (Victoria’s Secret, Bath & Body Works, Rituals, Molton Brown)Fashion (Michael Kors, Steve Madden, Tory Burch, Chloe, MLB Korea, Giuseppe Zanotti, Charles & Keith, Pedro etc)Accessories (Swarovski, Mont Blanc)Travel Retail (Hermes, Bvlgari, The Flying Emporium, Coach, Polo Ralph Lauren, Lacoste, Beaute Love, Ion Gizmos, Candy Party, Wear + When, Tumi)F&B (Bacha Coffee, Quivo, Godiva, TWG Tea, Laderach, Candy Party)Watches (Swiss Watch Gallery, Tudor, Rolex, Cartier, Tissot, Zenith, Bell & Ross, Breitling, Blancpain, Omega)ABOUT THE ROLEThe Head of Customer Service & Experience will develop and lead a best-in-class APAC-based Customer Service and Experience team. This is a high-engagement, dual-focus role combining direct employee leadership with project management. The head will oversee day-to-day APAC service center operations, manage internal stakeholders, and support Valiram customers across all touchpoints (digital channels to retail stores). Key expectations include driving continuous improvement, enhancing the omnichannel experience, managing team and network performance, setting escalation strategies, and providing valuable insights to various departments (Operations, Brand, Marketing, Retail). The ideal candidate is data-driven, experience-led, and must manage performance metrics (NPS, call volumes, response time) while ensuring a unified, seamless customer journey.KEY RESPONSIBILITIES AREASLeadership and Team DevelopmentBuild and provide leadership, inspiring the team with Valiram’s commitment to remarkable customer service.Hiring, training, and scaling the team; defining responsibilities and providing performance management.Be responsible for coaching, development, and performance management of team members.Build strong subject-matter expertise about Valiram brands for the team.Operations and Process ImprovementLead efforts to centralize and optimize customer service functions across business units.Setup and oversee regional call center operations, ensuring service excellence and staffing efficiency.Design and implement customer service best practices, products, and policies (e.g., SLAs, support channels).Establish KPIs and drive a culture of continued process improvement, identifying and addressing process/service gaps.Manage and monitor new and existing customer orders from order to fulfillment, including coordinating logistics and communication.Customer Experience and TechnologyDrive Omnichannel Customer Experience across online and retail touchpoints, ensuring a unified customer journey.Implement WISMO (Where Is My Order) automation and other AI-enhanced support systems.Spearhead AI innovation initiatives to enhance agent productivity and personalization.Lead efforts to improve NPS and other satisfaction metrics.Collaborate with retail operations to capture and act on Voice of Customer (VoC) insights.Work with IT to support the addition of new platforms/connections of channels.KEY REQUIREMENTSExperience and Qualifications8–10 years' experience leading a Customer Service organization with global responsibilities.Bachelor’s degree or higher.Proven experience managing multi-channel customer service operations, including call centres, chat, social, and retail service touchpoints.Track record of performance and process improvement.Technical and System ExpertiseHighly proficient in leveraging technology and business platform tools like Salesforce, FreshDesk, and ERP/WMS systems.Strong understanding of AI-driven service tools, automation platforms, and digital transformation.Experience in WISMO, NPS management, and Omnichannel CRM systems (e.g., Salesforce Service Cloud).Core CompetenciesCustomer-focus: Deep commitment to building a world-class customer service organization.System and process expertise: Committed to constant improvement and optimizing structures.Action-oriented: Able to multitask, prioritize, and excel in creating clear project plans and driving change management.Analytical excellence: Able to analyze data to back up customer-impacting trends and make timely recommendations.Leadership and Communication skills: Works well cross-functionally and is an excellent talent manager who develops a strong, empathetic team.