FairPrice Hiring For Lead, Service Culture at Singapore Full Time

As Singapore’s leading supermarket retail player and a household name close to all, we have grown with you over the years. It is now your turn to grow an exciting new career and fulfil your aspirations with us. Join us as we embark on a journey to make lives better for our customers, community, environment and employees.

At NTUC FairPrice, we offer you more than just a job. We are committed in giving our employees a rewarding career through comprehensive development opportunities. We promise a wonderful workplace culture with ample opportunities for growth at different levels of your career. Every of our 10,000 employees across Singapore is important.

If the prospect of working in an organization at the forefront of retail technology and innovation excites you, look no further.

Grow your career with us today and make a difference.

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FairPrice Group is currently hiring for Lead, Service Culture and you will be reporting to Head, Customer Service.

Duties and Responsibilities

You will be responsible for the overall service transformation efforts within FairPrice Group Customer Service. This includes instilling service mindset and building the service culture by providing thought leadership and direction on service standards. You will:

• Shape and drive a FPG service culture that delivers best in-class service standards
• Uphold organisational policies and standards, and ensure that legislative regulations are followed
• Establish rewards and recognition matrices that supports delivery of excellent service standards
• Ensure that service programs and initiatives are consistent with the business overall strategies, objectives and needs
• Identify and define present and future service training needs
• Ensure process and product training are clearly defined, documented and delivered for each role via classroom or virtual training
• Collaborate with other leads and team managers to understand performance gaps of teams and individuals
• Evaluate the effectiveness of the service training programmes and maintain training metrics

• Degree in any discipline with minimum 8 years of managerial work experience in customer service environment, learning and development or quality assurance
• Experienced in delivering change, culture and transformation services as part of organisation
• Strong collaboration and excellent interpersonal and communication skills
• Strong project management skills and proven track record of working with timelines and success measures

Good to have

• Advanced Certificate in Learning and Performance

Working Location: NTUC FairPrice Hub, 1 Joo Koon Circle