Customer Experience & Service Excellence Manager

Overview

Keywords: ultra-high-net-worth, luxury hospitality, service excellence, butler-level standards, night-based operations, exclusive members’ club, VIP protocols, discretion, premium service, team leadership

An exclusive opportunity has arisen for a Customer Experience and Service Excellence Manager to join a prestigious ultra-high-net-worth private members’ club in the heart of Singapore. This role is designed for an individual who thrives in luxury hospitality, nightlife, or elite private club environments, and who possesses the poise, discretion, and meticulous attention to detail required to serve an exceptional clientele. You will be entrusted with elevating every aspect of the member journey, setting new benchmarks for butler-level service, and shaping a culture of pride and accountability within a highly skilled team. The position offers the chance to work in a premium environment where your expertise will directly influence the club’s reputation for unparalleled service. Flexible working opportunities are available due to night-based operations, providing you with a unique rhythm that matches the vibrant energy of Singapore’s luxury scene.

What You’ll Do

As Customer Experience and Service Excellence Manager you will be at the forefront of redefining what it means to deliver luxury hospitality within an exclusive private club setting. Your day-to-day responsibilities will revolve around curating exceptional experiences for ultra-high-net-worth members by designing bespoke service rituals that anticipate their needs before they arise. You will lead from the front—personally coaching your team on everything from grooming standards to handling sensitive escalations—while nurturing a culture where every detail matters. By collaborating with cross-functional partners such as Operations and Security teams you will ensure that no aspect of the member journey is left to chance. Your ability to identify areas for improvement through real-time feedback will empower you to drive ongoing enhancements that keep the club at the pinnacle of global luxury standards. Success in this role means consistently exceeding expectations while maintaining absolute discretion and professionalism.

• Design, implement, and continuously enhance butler-level service standards across all member touchpoints to ensure each guest receives an experience befitting their status.
• Establish clear rituals, protocols, and behavioural expectations that reflect the values and preferences of ultra-high-net-worth members.
• Lead, coach, and train front-of-house and customer service teams to deliver anticipatory, discreet, and highly personalised interactions at all times.
• Personally conduct structured training programmes covering grooming, tone of voice, body language, escalation handling, VIP protocols, and more.
• Set the cultural tone for excellence by instilling accountability and pride in every aspect of service craftsmanship throughout your team.
• Drive transformation initiatives by raising service benchmarks, retraining existing staff, introducing new playbooks or standard operating procedures as needed.
• Identify gaps in current service delivery through regular audits and feedback analysis; implement measurable improvements swiftly and effectively.
• Act as the senior escalation point for member issues—resolving concerns with tact, speed, empathy, and absolute discretion.
• Build trusted relationships with regular members, VIPs, celebrities, and key stakeholders to foster loyalty and satisfaction.
• Collaborate closely with Operations, Security, Management, and other departments to ensure seamless alignment between service standards and operational realities.

What You Bring

To excel as Customer Experience and Service Excellence Manager you will bring extensive experience from luxury hospitality or similar high-touch environments where only the highest standards suffice. Your background should include hands-on responsibility for training teams in delivering anticipatory service that feels both personal and discreet. You are known for your emotional intelligence—balancing composure under pressure with genuine empathy towards guests’ needs—and have demonstrated success managing complex escalations involving VIPs or celebrities. Your leadership style is inclusive: you nurture talent by sharing knowledge generously while holding yourself accountable for every detail that shapes the member experience. Familiarity with international best practices—especially those found in top-tier China clubs—is a significant asset as you benchmark against global leaders in luxury service. Multilingual abilities further enhance your capacity to build trust across cultures. Above all your commitment to discretion privacy sensitivity ensures that every member feels valued respected understood.

• Proven track record in luxury hospitality settings such as elite private clubs or premium nightlife venues serving ultra-high-net-worth individuals.
• Demonstrated ability to train teams up to butler-level or ultra-premium service standards through hands-on coaching and structured programmes.
• Experience leading successful service transformation projects including upgrades or repositioning initiatives within high-end environments.
• Exceptional communication skills paired with emotional intelligence—enabling you to resolve issues discreetly while building rapport with discerning clientele.
• Comfortable working night-based hours including weekends and peak nightlife schedules; adaptable to non-corporate rhythms inherent in exclusive clubs.
• Strong leadership presence with a collaborative approach that inspires accountability without compromising warmth or empathy.
• Exposure to top-tier China clubs or international luxury service models is highly advantageous for benchmarking best practices globally.
• Experience handling VIPs, celebrities or UHNW individuals with utmost discretion; deep understanding of privacy requirements within exclusive circles.
• Multilingual capabilities enabling you to connect authentically with diverse members from around the world.

What Sets This Company Apart

This private members’ club stands apart as one of Singapore’s most exclusive destinations catering solely to an ultra-high-net-worth clientele seeking privacy, sophistication, and impeccable service. The organisation prides itself on offering not just access but belonging—a sense of community among peers who value discretion above all else. Here you will find an unwavering commitment to excellence supported by generous resources and ongoing training programmes designed around your professional growth aspirations. The club’s intimate scale allows you direct influence over its evolving culture while its international outlook exposes you to best-in-class practices from around the globe. If you are passionate about shaping unforgettable experiences at the very highest level this is your stage.

What’s Next

If you are ready to elevate your career within one of Singapore’s most prestigious environments we invite you to take this next step toward redefining luxury hospitality.

Apply today by clicking on the link provided—your journey towards shaping world-class member experiences begins here.

Do note that we will only be in touch if your application is shortlisted.

Robert Walters (Singapore) Pte Ltd

ROC No.: E | EA Licence No.: 03C5451

EA Registration No.: R Anarane Thng