Customer Experience Manager (Work in Singapore)

Customer Experience Manager (Work in Singapore)

The Aureus Group is seeking a Customer Experience Manager to actively support and contribute to the overall success of the Aureus centre under their purview. The role involves executing sales strategies, driving revenue growth, enhancing customer satisfaction, and fostering employee engagement.

Company Description

Founded in September 2013, the Aureus Group has revolutionised music education in Singapore. As the fastest-growing music school chain, its innovative business model and dedication to transformative musical experiences have earned it significant acclaim, with features in renowned publications such as Forbes, Business Times, and Channel News Asia.

Mission of the Position

The primary mission is to support and contribute to the success of the Aureus centre by executing sales strategies and systems, achieving business and revenue growth, elevating customer satisfaction, and enhancing employee satisfaction.

Key Responsibilities

• Sales and Growth – Achieve assigned monthly lead generation, sales / enrolments, and lead-conversion targets, and cultivate team members to meet their individual targets.
• Enhance Centre Experience – Administer logistical and facilities maintenance operations to ensure a well-maintained 5-star hotel‑level environment.
• Performance Enhancement and Feedback – Regularly evaluate the front‑desk team's performance using a 360‑degree feedback loop with stakeholders.
• Workplace Culture and Etiquette – Promote a positive work environment aligned with company values, organise staff welfare events, and achieve target employee satisfaction index scores.
• Customer Relationship Management – Ensure customer retention by promoting problem‑solving skills and high service standards, aiming for a target customer satisfaction index score.
• Communication and Transparency – Ensure consistent communications aligned with core values across all channels and proactively report issues to management.
• Aureus Curriculum System – Guarantee full adoption and attainment of set goals for the Enigma system.
• Documentation and Reporting – Track and report team evaluations, development, and improvement plans.
• Ad‑Hoc – Perform additional duties as assigned by management.

Key Criteria / Requirements

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Sales, Administrative, and Customer Service

Industries

Musicians, Education Administration Programs, and Office Administration

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