Full Time Head of Client Engagement and Training Jobs, Salary up to SGD 5,000 in DELUGS PTE. LTD. Central Region (Singapore) - Maukerja

Client Engagement Strategy

·       Defineand oversee Delugs’ customer journey across all channels (online andoffline).

·       Mapevery customer touchpoint and identify opportunities to enhanceengagement, satisfaction, and loyalty.

·       Serveas the primary escalation and engagement contact for VIP and high-touchclients—building personal rapport and long-term relationships.

·       Developa system of proactive outreach, surprise-and-delight moments, andlifecycle-based communication (e.g., post-purchase, birthday, first order,lapse recovery).

Training & Enablement

·       Developa training curriculum and playbooks for our Retail and CustomerService teams covering:

o  Product knowledge (materials, compatibility,care, story).

o  Conversational prompts to enhance clientsatisfaction and confidence.

o  Handling edge-case scenarios: customerobjections, complaints, high-AOV purchases, post-sale follow-up.

·       Leadregular training sessions and refreshers to ensure all frontliners arealigned with brand tone, product accuracy, and service approach.

·       Createa centralized knowledge base for team use, including templated replies,scenario responses, and product deep-dives.

Frontline Brand Representation

·       Actas the face of Delugs for customer interaction across all platforms(WhatsApp, Instagram, boutique visits, email).

·       Stepin as a personal concierge for VVIP customers or sensitive cases,including global clients.

·       RepresentDelugs at events, pop-ups, and high-touch activations, when needed.

Customer Insight & Experience Improvement

·       Monitorand analyze customer feedback, complaints, and sentiment trends.

·       Translatefrontline learnings into actionable insights for product, operations, andmarketing teams.

Workclosely with CS to continuously improve service scripts, escalation flows, andFAQ management.