Customer Relations Executive
About the role
The Customer Relations Executive is based in Singapore within the Customer Relations team, reporting directly to the Assistant Customer Relations Manager and indirectly to the Assistant Digital Business Development Director. The role works closely with key internal stakeholders across Marketing, Digital, Operations, IT and Warehouse teams to support seamless customer engagement and service delivery.
This position is responsible for building and maintaining strong customer relationships across digital and offline touchpoints, supporting engagement, retention and loyalty initiatives through timely and personalized communications and effective CRM execution across all channels. The role will also coordinate with external vendors and service providers, including logistics partners, to ensure smooth and consistent delivery of customer initiatives.
Key responsibilities
Manage day-to-day customer interactions across all channels, responding to inquiries, feedback, and complaints in a timely, professional manner.
Identify customer needs and to provide brand-aligned solutions, while efficiently coordinating with internal teams to resolve escalated issues.
Monitor customer feedback and reviews, build strong relationships with customers and identify opportunities to improve customer satisfaction and loyalty.
Maintain and update customer information and ensure data accuracy within CRM systems.
Implement customer lifecycle activities including acquisition, onboarding, engagement, reactivation and retention.
Responsible for customer segmentation, targeting and the execution of automated customer journeys and CRM campaigns across email, SMS, WhatsApp, website, events and other customer touchpoints.
Be an advocate for MyTWG membership programme and contribute to knowledge sharing at HQ and globally.
Empower partners and stakeholders to maximize CRM efficiency through targeted process training.
Perform end to end testing on platforms to ensure integrations are working seamlessly.
Prepare regular reports and summaries on customer feedback, CRM activities and customer trends.
Analyse campaign performance and provide insights to improve customer engagement and loyalty.
Identify stakeholders pain points and delivering recommended improvements to processes, communications and digital experiences.
About you
Diploma or Degree in Marketing, Business, Communications, Customer Experience or a related discipline.
Experience with customer relations management platforms, marketing automation tools or in customer service would be a plus.
Good analytical skills with the ability to interpret customer and campaign data.
Proficient in Microsoft Office Applications and Google Workspace.
Excellent presentation and communication skills with strong command of both English and Chinese. "We are seeking candidates proficient in Chinese to effectively communicate with Chinese-speaking clients."
Extremely meticulous, possesses a customer-centric mindset and strong problem-solving skills who is able to work independently in a dynamic and fast-paced environment.
Interest and appreciation of tea, luxury retail a plus.
About us
TWG Tea sources, blends, designs, manufactures, packs and distributes high quality loose and packaged teas, teabags, tea accessories, tea infused patisseries and gourmet products, showcased in our own directly operated and uniquely designed TWG Tea salons, boutiques and retail counters, and distributed to a network of wholesale luxury hotel and restaurant customers throughout Asia, the Middle East, North America and Europe.