Customer Service Manager

Audemars Piguet
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8-10 yearsEducation: bachelorsSkills: ["Leadership","Coaching","Stakeholder management","Analytical skills","Customer-centric mindset"]

Lead and develop the Customer Service Centre in Singapore, ensuring operational excellence, service quality, and business performance. Serve as the regional Customer Service hub for South East Asia while acting as a centre of expertise for complication watches across Asia. Manage end-to-end operations, coaching and performance, training and workshop capacity, KPI reporting, continuous improvement, and compliance across customer service standards and governance.

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Audemars Piguet
Audemars Piguet
3 days ago

Customer Service Manager

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead and develop the Customer Service Centre in Singapore, ensuring operational excellence, service quality, and business performance. Serve as the regional Customer Service hub for South East Asia while acting as a centre of expertise for complication watches across Asia. Manage end-to-end operations, coaching and performance, training and workshop capacity, KPI reporting, continuous improvement, and compliance across customer service standards and governance.
Location: Singapore
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a multidisciplinary team across workshop operations, customer service administration, and training activities.
  • •Oversee end-to-end Customer Service Centre operations, ensuring quality, turnaround time, and client experience excellence.
  • •Manage the Customer Service Training Centre and develop technical and operational capabilities across the region.
  • •Monitor workshop capacity, workload allocation, operational performance, and establish/report KPIs to management.
  • •Drive continuous improvement initiatives, support operational transformation, ensure compliance with policies and governance, and perform risk management and audit support.

Key Requirements

  • •Bachelor's degree in Business Administration, Engineering, Operations Management, or a related discipline.
  • •Minimum 8 to 10 years of experience in Customer Service, After-Sales Service, Operations, or Workshop Management.
  • •Proven experience managing medium to large teams in a service, technical, or operational environment.
  • •Strong understanding of after-sales operations, service delivery, and operational excellence principles.
  • •Experience managing budgets, forecasting, and resource planning, with strong analytical skills for KPI and performance interpretation.
Experience:8-10 yearsAfter-salesCustomer serviceWorkshop operationsRegional organizationsMultinational organizationsLuxury goodsWatchmaking
Education:Bachelor's in Business Administration, Engineering, Operations Management or a related discipline
Skills:LeadershipCoachingStakeholder managementAnalytical skillsCustomer-centric mindset
Languages:English
Tech Stack:Microsoft Office

Company Brief

Audemars Piguet
Swiss manufacturer of high-end mechanical watches and luxury timepieces, known for iconic designs like the Royal Oak and for traditional craftsmanship blended with contemporary innovation.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Le Brassus, Switzerland
Founded: 1875
WebsiteLinkedIn