(Senior) Manager, Premium Service Training & Delivery

About the Role

We are looking for an experienced customer experience leader to design and elevate our premium service offering across selected healthcare centres and customer segments. This role will lead the development of service frameworks, standards, and capability-building initiatives that enable frontline teams to consistently deliver exceptional customer experiences. 

Key Responsibilities

• Develop and implement a premium service strategy focused on key customer touchpoints and micro-moments throughout the customer journey.

• Design service standards, protocols, scripts, playbooks, and tools to support consistent delivery of premium customer experiences.

• Lead pilot programmes for premium service offerings at selected integrated and specialty centres and refine the model based on customer feedback and business outcomes.

• Build frontline capability through training, coaching, and knowledge transfer.

• Monitor service performance, identify improvement opportunities, and drive continuous enhancement initiatives.

• Partner with operations and business leaders to embed a culture of service excellence across our frontline teams
  
  

Requirements

• Degree holder in Hospitality Management, Business Administration, Customer Experience, or related disciplines.

• 8–12+ years of experience in service training & delivery, hospitality, luxury retail or premium healthcare background is strongly preferred

• Proven experience in designing and implementing premium customer experience or service excellence programmes.

• Strong track record in developing service frameworks, SOPs, service protocols, scripts, and frontline customer engagement tools.

• Hands-on experience in training, coaching, and enabling frontline teams to deliver premium service standards.

• Strong stakeholder management, project management, and change management skills.

• Excellent communication, presentation, and analytical skills.
  
  

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