KGP- Regional Client Services Case Manager

We are actively supporting for a Regional Client Services Case Manager to join a market leader. This role offers you the opportunity to become a pivotal part of a renowned brand, dedicated to delivering modern luxury and exceptional customer experiences across Asia Pacific and China. You will be at the forefront of client support, resolving cases with professionalism and empathy, while collaborating closely with both internal teams and an exclusive retailer network.

What you'll do:

As a Regional Client Services Case Manage you will play a central role in supporting customers throughout Asia Pacific and China. Your day-to-day responsibilities will involve managing client cases from start to finish with warmth and professionalism, always striving for solutions that exceed expectations. You will build trusted relationships with stakeholders inside and outside the organisation, working collaboratively to align strategies that elevate service standards. Acting as a regional ambassador, you will partner with field teams to engage retailers in delivering world-class luxury experiences. Your advocacy for customers will drive improvements across products and services, while your budget management skills ensure responsible stewardship of resources. By sharing knowledge within your team and utilising CRM tools efficiently, you will help create a nurturing environment where commitments are honoured. Your ability to influence others through considerate communication will be key in achieving positive outcomes. With a focus on continuous improvement and attention to detail, you will contribute meaningfully to the organisation’s reputation for excellence.

• Take ownership of customer cases from initial contact through to final resolution, ensuring every interaction upholds the highest standards of luxury service and delivers exceptional satisfaction.
• Develop strong relationships with key internal and external stakeholders by aligning strategies that enhance service standards, improve the customer journey, and foster long-term retention.
• Act as a regional representative by partnering with field teams to engage the retailer network and deliver an unparalleled luxury customer experience throughout Asia Pacific and China.
• Serve as an internal advocate for customers by strategically leveraging insights to drive continuous improvement across product offerings, services, and overall ownership experiences.
• Manage allocated budgets responsibly by ensuring all expenditures remain within prescribed guidelines while supporting business objectives.
• Collaborate closely with colleagues across departments to share knowledge, nurture communal success, and ensure commitments are met in a timely manner.
• Utilise CRM systems effectively to track case progress, monitor customer satisfaction programmes, and provide insightful reports for management review.
• Influence stakeholders at all levels by communicating empathetic-ally and persuasively to achieve satisfactory outcomes for both customers and the business.
• Apply principles of continuous improvement by identifying opportunities for process enhancements that benefit both clients and internal operations.
• Maintain meticulous attention to detail when handling sensitive information or complex cases, ensuring accuracy even under pressure.

What you bring:

You will bring extensive experience managing client cases in luxury sectors where empathy, sensitivity, and attention to detail are paramount. Your proven track record engaging high-net-worth individuals demonstrates your capacity for nurturing relationships built on trust. You possess deep familiarity with CRM systems and customer satisfaction initiatives that enable you to monitor progress effectively.

• Minimum five year's experience in customer case management within a luxury or high-value environment is essential for this role.
• Proven ability engaging directly with high-net-worth customers while maintaining sensitivity towards their unique expectations.
• Deep understanding of luxury customer experience principles combined with practical knowledge of customer satisfaction programmes.
• Excellent problem-solving abilities paired with sound judgement when making decisions under pressure or tight deadlines.
• Strong proficiency in CRM systems as well as dashboard management for tracking case progress and reporting outcomes.
• Commercial mindset enabling you to identify solutions that address both strategic business challenges and tactical needs.
• Ability to influence stakeholders at all levels through empathetic communication skills that foster trust and cooperation.
• Exceptional written presentation capabilities complemented by outstanding interpersonal skills across diverse business contexts.
• Practical understanding of continuous improvement principles applied within service environments for ongoing enhancement.
• Advanced IT skills supporting efficient workflow management; fluency in Chinese, Japanese or Korean is advantageous due to the ability to converse with stakeholders and clients in these markets but is not mandatory.

What sets this company apart:

This organisation stands out as a global leader in modern luxury experiences, renowned for its commitment to innovation without compromising on tradition or quality. Employees enjoy flexible working opportunities designed around individual needs—ensuring work-life balance is respected alongside professional ambitions. The company fosters an inclusive culture where every voice is heard; supportive leadership encourages ongoing training so staff can grow their expertise continuously. Collaboration is at the heart of daily operations: teams share knowledge freely so everyone benefits from communal success rather than individual achievement alone.

What's next:

If you are ready to bring your passion for luxury client services into an environment that values collaboration and personal growth—apply now!

Apply today by clicking on the link provided.

Do note that we will only be in touch if your application is shortlisted.
Robert Walters (Singapore) Pte Ltd
ROC No.: 199706961E | EA Licence No.: 03C5451
EA Registration No.: R23117248 Kirsty Poltock