Head of Customer Service

A leading gymnastics academy in Singapore is seeking a Head of Customer Service to champion the customer journey and inspire a dedicated front-line team. As the driving force behind service excellence, you will shape strategies that foster enrolment, retention, and satisfaction, all while working closely with senior leadership to align customer service initiatives with organisational growth. The academy offers a supportive work environment, flexible weekday arrangements after an initial launch period, and the chance to make a meaningful impact on young athletes and their families. If you are ready to bring your expertise in customer engagement and team development to a vibrant educational setting, this opportunity promises both challenge and reward.What you'll do:As Head of Customer Service, you will be entrusted with elevating every aspect of the client journey-from first enquiry through ongoing engagement-by guiding your team towards excellence in both service delivery and sales conversion. Your day-to-day will involve developing robust training frameworks that empower staff to exceed expectations while maintaining high standards of empathy and professionalism. You will collaborate cross-functionally with marketing and executive teams to design impactful strategies that drive enrolment growth. By leveraging data insights from CRM systems, you will identify trends for improvement while ensuring seamless operations through meticulous scheduling and process optimisation. Your ability to resolve complex issues with care will set the tone for a welcoming environment where students and families feel valued at every touchpoint. Provide thoughtful leadership and hands-on coaching to the customer service team, focusing on sales techniques, product knowledge, and empathetic communication.Set clear performance expectations for staff members while fostering an environment of continuous learning and improvement across all aspects of service delivery.Design, implement, and maintain comprehensive training programmes aimed at enhancing service quality as well as student retention rates within the academy.Develop and uphold the Customer Service Handbook to ensure best practices are standardised throughout all customer interactions.Strategise and execute customer service initiatives that align with the centre's broader growth objectives, collaborating closely with executive leadership on planning and forecasting.Manage staff scheduling and roster planning to guarantee optimal coverage during peak periods and responsiveness to customer needs.Handle escalated concerns with professionalism, sensitivity, and understanding, ensuring every issue is resolved in a manner that strengthens trust.Work alongside marketing teams to drive enrolments through effective campaigns while also upselling relevant programmes to existing customers.Cultivate strong relationships with referral partners, schools, and community networks to expand the academy's reach and reputation.Oversee CRM and POS systems for accurate data capture, reporting, workflow automation, and lifecycle management; prepare regular reports on key metrics. What you bring:To excel as Head of Customer Service in this dynamic educational environment, your background should reflect substantial experience managing customer engagement processes-ideally within settings focused on learning or personal development. Your strengths lie not only in interpreting complex data but also in translating those insights into actionable strategies that benefit both customers and colleagues. You bring warmth to every interaction while upholding rigorous standards for yourself and your team. Your history of successful cross-functional collaboration demonstrates your ability to connect diverse groups around common objectives. Above all else, your commitment to nurturing talent ensures that everyone under your guidance feels supported as they grow professionally. Prior experience in a customer centric role with 5 stars hotels, airlines, or luxury retailA proven analytical mindset enabling you to interpret sales data effectively, identify gaps in processes or performance, and implement tactical improvements that yield measurable results.Background in leading teams with a focus on coaching staff members towards shared goals while promoting collaboration across functions.Exceptional communication skills paired with strong interpersonal abilities allow you to build rapport easily with colleagues, students' families, referral partners, and community stakeholders alike.Conflict-resolution skills honed through previous roles enable you to address sensitive situations calmly while maintaining positive outcomes for all parties involved.Proficiency in using CRM (Customer Relationship Management) platforms as well as POS (Point-of-Sale) systems ensures smooth data management throughout the customer lifecycle.A compassionate approach combined with high performance standards enables you to lead by example-balancing empathy with accountability. What sets this company apart:This organisation stands out as a beacon for holistic youth development in Singapore's enrichment sector. With its unwavering dedication to providing exceptional experiences for children and their families, it has cultivated an inclusive atmosphere where teamwork is celebrated at every level. Staff enjoy access to ongoing training opportunities designed not just for skill enhancement but also for personal fulfilment-reflecting the academy's belief that empowered employees create memorable moments for students. The leadership team prioritises open communication channels so that innovative ideas can flourish freely. Flexible working arrangements further demonstrate their respect for work-life balance; after an initial period supporting the centre's opening weekends, employees transition into a stable Monday-to-Friday schedule. Here you'll find more than just a job-you'll discover a place where your contributions matter deeply within a supportive network committed to making a difference. What's next:If you are passionate about creating outstanding experiences for families while guiding teams towards shared success, this is your moment-step forward today!Do note that we will only be in touch if your application is shortlisted.Robert Walters (Singapore) Pte LtdROC No.: 199706961E | EA Licence No.: 03C5451EA Registration No.: R1441522 Allie Teh