Job Description

Founded in 2017, RPG Commerce is a leading direct-to-consumer (DTC) social e-commerce company dedicated to building cutting-edge everyday essentials. With an in-house portfolio ranging from innovative active wear to home and living products, RPG currently carries an in-house brand portfolio of Montigo and Cosmic Cookware. Recently securing a Series B funding round of RM127 million, RPG Commerce has over 100 employees in KL, Singapore and Philippines who work everyday to develop, design and produce high-quality products all over the world. To find out more, please visit https://www.rpg.ventures/. About the role The Customer Experience Manager is responsible for leading and managing the customer experience team to ensure exceptional service delivery and high customer satisfaction. This role will oversee daily operations, develop strategies for process improvement, and implement best practices to enhance the efficiency and effectiveness of customer support functions across all touchpoints. Using data-driven insights, the Customer Service Manager will balance hands-on problem solving with strategic process design, ensuring customers receive fast, consistent and delightful experiences as the brand scales. Job Responsibilities Customer Experience Strategy: Own and continuously improve the end to end customer journey across all touchpoints (ecommerce & retail) Define, design and optimize workflows, policies, SOPs, and best practices for inquiries, complaints, returns, exchanges and escalations to uplift customer experience standards, service principles while ensuring the tone of voice is aligned with the brand. Oversee and audit customer interactions across multiple channels, including email, live chat, and social media, ensuring timely and high-quality responses. Drive performance improvement initiatives using customer satisfaction reports, surveys, and feedback analysis to identify friction points. Customer Service Operations: Lead and manage the Customer Experience team, ensuring smooth day-to-day operations and consistent delivery of excellent customer care across ecommerce and retail channels Ensure SLAs are met across all channels and markets. Leverage data analytics to monitor customer support KPIs, including response times, CSAT, NPS, and resolution rates, identifying opportunities for improvement. Act as the escalation point for complex or high-impact customer cases, ensuring effective and timely resolution with the appropriate stakeholder involvement. Generate and present monthly reports on key performance metrics (CSAT, NPS, response time, resolution time etc), customer insights, and operational improvements to generate actionable insights for other departments/stakeholders. Work closely with internal teams (Operations, Logistics, Product, Marketing) to resolve system issues from time to time. Maintain updated documentation, including process flowcharts and training materials, to ensure consistent knowledge transfer within the team. Team Leadership & Capability Building Train, mentor, and develop team members, fostering a customer-centric culture and ensuring alignment with company objectives. Set clear KPIs, performance expectations and training or development plans for the team Build a customer-first culture focused on empathy, ownership and problem solving. Support hiring and onboarding as the team scales. Job requirements Experience & Skills: Bachelor's degree or relevant experience of at least 7 years of experience in customer service with at least 2 years in a managerial role. Experience in e-commerce, consumer brands, retail or FMCG is strongly preferred. Proven experience in building or scaling customer service operations with strong understanding of key metrics, workflows and service design. Proficiency in customer service software, CRM systems, and analytics tools. Leadership & Mindset: Customer-centric mindset with a strong sense of ownership. Able to zoom out to see the big picture, while also diving deep into operational details. Excellent leadership, coaching, and people management skills. Strong communication and problem-solving skills with a customer-first mindset who can influence cross-functional stakeholders. Highly organized and able to work on multiple projects in a self-structured and well-prioritized way

Skills Required