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Senior Customer Service Manager (Luxury Retail)

Singapore Permanent SG$6,000 - SG$7,700 per month (SG$72,000 - SG$92,400 per year) View Job Description
This Snr Customer Service Manager position oversees daily customer service operations within a luxury timepiece service centre. You will manage a team of Customer Service Advisors, ensuring seamless client reception, accurate service documentation, timely quotations, and smooth watch intake and collection processes. Beyond operations, you'll review work quality, mentor the team, and partner with technical departments to ensure premium client experiences.
  • Lead a Front‑of‑House Team for an Ultra‑Luxury Brand
  • Shape the Customer Experience

About Our Client

Our client is a prestigious luxury watchmaker renowned globally for its heritage, craftsmanship, and uncompromising standards. The Singapore service centre upholds these values by providing meticulous after‑sales service to discerning collectors and high‑net‑worth clientele. The organisation emphasises excellence, precision, and a highly personalised service ethos.

Job Description

  • Serve as the primary point of contact for clients visiting the service centre, ensuring an exceptional front‑of‑house experience.
  • Guide clients through watch intake, repair estimates, and collection, ensuring accuracy in invoicing and payment processes.
  • Deliver bespoke and discreet service tailored to UHNW individuals, managing expectations around repair timelines, costs, and service outcomes.
  • Address escalations professionally, resolving complex or delicate service issues with poise.
  • Interpret technical diagnostic information and communicate findings clearly to clients.
  • Collaborate closely with watchmakers, technicians, and workshop teams to fulfil client requests.
  • Apply knowledge of warranty policies, service standards, and repair protocols to guide clients appropriately.

The Successful Applicant

  • 5 years' supervisory experience in luxury service advisory.
  • Proven success in handling VIP clientele and resolving high‑complexity service cases.
  • Familiarity with service centre protocols.
  • Strong organisational skills, attention to detail, and ability to multitask independently.

What's on Offer

  • Opportunity to lead a team within one of the most respected luxury watch brands globally.
  • Work in a refined, client‑centric environment serving exclusive collectors and aficionados.
  • Stable, well‑structured organisation with strong heritage and high standards.
Contact
Zinc Teo (Lic No: R1222405/ EA no: 18C9065)
Quote job ref
JN-012026-6914867
Phone number
+65 6643 9735

Job summary

Function
Secretarial & Business Support
Specialisation
Customer Services
What is your area of specialisation?
Retail
Location
Singapore
Contract Type
Permanent
Consultant name
Zinc Teo (Lic No: R1222405/ EA no: 18C9065)
Consultant contact
+65 6643 9735
Job Reference
JN-012026-6914867

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.