Customer Service Experience Manager

Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group publishes high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

Our purpose is to foster human progress through knowledge.  We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Every day, millions of people read our content. Would you like to be part of our customer journey?

You are a leader who loves customers, is data-driven, experienced managing teams, and thrives on bringing the customer experience to new heights. You will drive strategic direction to ensure that customers are delighted.

This key role based in our offices in Singapore will take overall responsibility for improving the customer experience, underpinned by best practice maturity models.  You will facilitate delivering customer-centric, data-driven experiences and propositions that drive loyalty and long-term value. 

The position will manage day-to-day business processes and customer workflows, liaising with other departments where appropriate.  Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first-time resolution, and reduce customer effort.

The successful candidate is expected to have a minimum of 5 years previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues and continuous improvement expertise using Lean 6 Sigma.

The position reports to the VP, Customer Service and will work as part of a global Customer Service team. Some international travel will be required.

Closing Date: Applications will close on 21st April 2025.

What you’ll be doing:

• Take ownership of complex/escalated customer queries through to resolution in line with policies/procedures, KPI’s and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact. 
• Lead by example to encourage and inspire others to provide excellent customer service. Work in collaboration with the global management team to manage day-to-day business processes and customer workflows, liaising with suppliers and shared service centers where appropriate.  Investigating and driving forward the implementation of process improvements.
• Manage workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities, KPI’s/SLA’s and department objectives. You take steps to remove obstacles that prevent achievement of objectives.
• Contribute to CS strategy and be responsible for turning ideas into actionable plans. Take ownership for assigned projects, planning and managing, delivering milestones on time.

Specialist area

Customer Experience and Continuous Improvement

• Leverage the voice of the customer (VOC), operational metrics, and best practice methodology to identify opportunities to improve the customer experience.
• Develop succinct and compelling problem statements for customer pain points.
• Conduct data collection discovery, subject matter expert (SME) interviews/workshops, process mapping, and related gap analyses.
• Evaluate existing day-to-day practices, analyzing root causes and identifying improvement opportunities to help define solutions that reduce complexity, and customer effort, improve customer experience/satisfaction, increase productivity, and enhance employee engagement.
• Develop a customer-centric culture, building relationships/partners with SME, and stakeholders to assess, improve, and implement continuous improvement projects and related solutions.
• Voice of the Customer (VOC) programme design and governance. Improve the programme to derive actionable insights to reduce queries and eliminate dissatisfaction based on customer data.
• AI – scope CS operations and improve customer experience with digital channel automation and analytics.  Prioritize roadmap for Technology colleagues to drive forward.

In addition, this role will be expected to deputize for the VP on occasion.  

What we’re looking for:

• Advanced working knowledge of Microsoft Office and systems used within Customer Service systems, ideally Salesforce and SAP.
• Experience of managing customer experience improvement projects, engaging contributors at all levels.
• A minimum of 5+ years of Customer Service management experience covering a variety of CS processes and including complex/challenging customer issues and experience of encouraging others to work to KPI’s/SLA’s.
• Understanding and experience using Lean 6 Sigma methodology.
• Proven track record working with Product Management to deliver customer functionality
• Strong and relevant track record of operating within large, complex global organisations, with proven recent experience of managing a change.

Skills and Behaviours Required:

• Builds strong relationships with customers, values the needs and expectations of customers, ensuring the team focus on increasing customer satisfaction and building a customer centric culture.
• A determination to drive for results and effective time management skills. The ability to work under pressure to deadlines, prioritising work ensuring delivery of results including KPI achievement.
• Demonstrated analytical and proven problem-solving skills including developing new ideas. You can summarise complex cross-dept information and draw concise conclusions/ recommendations.
• Proven ability to initiate and lead complex discussions, gaining commitment from all participants, overcoming resistance and building alliances with key stakeholders.
• Ability to coach, mentor, promote teamwork and cooperation, engaging strong working relationships across the business.
• Ability to demonstrate a positive and flexible approach to change.
• The ability to collaborate with multiple levels of the business and functional leaders to streamline processes and work towards the resolution of challenges, constraints, and roadblocks and leading innovation across operations.

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture
• 20 days(pro-rata for first year) annual leave per year, plus an extra day off for your birthday
• 4 paid volunteering days each year
• Under the local company’s healthcare insurance plan with an option for the participation of other family members at the employee’s expense
• Employee assistance programme – offering 24/7 well-being support
• Performance bonus
• Share Match – plan that matches every company share purchased with two free shares
• Annual health screening, optical and dental care

Additional Information:

• You must have the right to work and live in Singapore.
• The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Singapore office, to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time.
• Some international travel will be required.
• Relocation support is not provided for this role.

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]

Being Yourself at Taylor & Francis

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers 

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. 

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/