Customer Service Manager

Customer Service Manager — CitiSpa

📍 Singapore | Full-time | On-site

About Us

CitiSpa is a Singapore-based spa dedicated to delivering relaxing, premium and personalised wellness experiences. We're looking for a warm, organised and service-driven Customer Service Manager to lead our front-of-house team and ensure every client enjoys an exceptional experience from booking to follow-up.

The Role

You'll own the client experience across every touchpoint — leading the reception and customer service team, resolving feedback with care, and setting the service standards that keep clients coming back.

What You'll Do

• Lead, train and motivate the front desk and customer service team to deliver consistently outstanding service
• Oversee the end-to-end client journey — bookings, check-in, follow-ups and aftercare communication
• Handle client feedback, complaints and escalations professionally and promptly
• Set, monitor and uphold service standards and SOPs across the team
• Manage appointment scheduling, capacity and customer flow to optimise the experience
• Drive client retention, satisfaction and membership/package renewals
• Coordinate closely with therapists and management to ensure smooth daily operations
• Track service metrics (satisfaction, retention, response times) and report on improvements
• Support promotions, loyalty initiatives and client communications

What We're Looking For

• 3–5+ years of customer service experience, with at least 2 years in a supervisory/managerial role
• Background in spa, wellness, beauty, hospitality or premium service industries strongly preferred
• Proven ability to lead a team and elevate service standards
• Excellent interpersonal, communication and problem-solving skills
• Calm, warm and professional under pressure
• Organised, detail-oriented and comfortable managing schedules and systems
• Genuine passion for client care and wellness

What We Offer

• Competitive salary + performance incentives
• A supportive, friendly team environment
• Opportunity to lead and shape the client experience at a growing spa

Ready to create exceptional experiences with us? Send your CV to [email protected].