Assistant Manager, Customer Success - #1092072

Hegen is a multi-award winning organization specializing in mother and baby products. Our mission is to empower mothers in their breastfeeding journey and ease the transition into parenthood through meaningful products and services. As one of the top 10 fastest growing companies in Singapore, Hegen takes pride in creating innovative and practical solutions for time-strapped parents.

The Role

We are seeking an experienced and passionate Assistant Manager, Customer Success to join us in establishing legacy touchpoints with customers and advancing Hegen’s mission. In this leadership role, you will guide and champion best practices and innovative ideas to create and nurture customer experience while performing hands-on solutioning to customers through product trainings and service. As a go-to technical expert for Hegen’s products, you will communicate thoughtful solutions and work with cross-functional teams to design the best possible outcome. Join us in shaping the journeys of parents and contributing to their success stories!

Responsibilities:

• Design and manage the end-to-end customer experience process from pre-sales to post-service
• Deliver exceptional service to all customers throughout the customer journey with the aim of driving customer satisfaction and inspiring customer loyalty
• Perform daily administrative support by maintaining a record of issues faced by customers and resolve them by identifying and escalating the issues appropriately
• Craft well-deliberated and thoughtful responses to address customer concerns and issues
• Pre-empt and correct any issues that could affect customer satisfaction or retention
• Be the voice of customer internally to influence better business decisions
• Work closely with the quality team to translate customer issues into product improvements
• Partner with community engagement team to build strong relationships with customers and drive brand advocacy
• Conduct product training for customers and corporate partners via physical or virtual sessions
• Mentor, supervise and coach team members in daily tasks while performing as the strategic point of liaison with upper management
• Plan, prioritize and delegate tasks where necessary, monitor progress and ensure the team meets organizational standards.

Requirements:

• At least 5 years of experience in dealing with consumers in a retail or consumer goods company
• Proficiency in at least 2 languages including English (both written and spoken) is mandatory.
• Experience with using Hegen products and/or services would be advantageous
• Ability to understand customer journey and empathise with customers across different touch points
• Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds
• Customer-centric, patient and a good listener
• Demonstrate ability in creative problem solving and critical thinking
• Fast learner, highly adaptable and resilient in a dynamic environment
• Proven experience in people management and team leadership
• Prior experience working in a start-up environment is advantageous
• Savy in data management, analysis and digital tools (E.g., Zendesk, Microsoft Office Suite, Zoom)
• Available to work onsite from Monday to Friday, 9am to 6pm as well as two Saturdays per month

At Hegen, we are passionate about fostering an inclusive and collaborative work environment where every team member can thrive. We’re committed to supporting personal growth and offering opportunities for career development at every stage of your journey.

Be part of our dynamic vision to impact 100 million mothers worldwide. Apply now and embark on an exciting career journey with Hegen! You may also submit your resume and cover letter to [email protected].