Head of CX
Singapore
Listed on 2026-02-08
-
Management
Operations Manager, Business Management -
Business
Operations Manager, Business Management
Role Overview
MyRepublic Singapore is seeking a dynamic and strategic leader to spearhead our Customer Experience function. The Head of CX will be responsible for shaping seamless end-to-end customer journeys, elevating the MyRepublic brand experience for both residential and enterprise broadband customers, and driving measurable improvements in satisfaction, loyalty, and operational efficiency.
This role requires a balance of strategic foresight and hands-on leadership, with accountability for market success KPIs including NPS, churn, and EBIT contribution.
How you’ll contribute to MyRepublic’s success:
Customer Service Leadership- Oversee our contact centre, support channels, and service delivery teams to ensure consistent, high-quality support
- Define and track KPIs (NPS, FCR, CES, CSAT) to drive measurable improvements
- Implement escalation frameworks to ensure prompt resolution of complex cases
- Own the full customer journey across onboarding, usage, and retention touchpoints
- Own the customer experience platform including contracts, operations, and roadmap
- Drive continuous improvement initiatives based on customer feedback and analytics
- Partner with Product, Sales, and Marketing to design customer-first narrative experiences that help differentiate My Republic
- Lead operational planning and execution for broadband and mobile services
- Ensure compliance with regulatory requirements and internal governance
- Optimize processes to reduce costs, improve efficiency, and scale operations sustainably
- Negotiate and manage vendor relationships for both technical partners and BPO service providers, ensuring quality, cost-efficiency, and alignment with MyRepublic standards
- Manage and mentor the Customer Service and Customer Experience teams
- Foster a culture of accountability, collaboration, and innovation
- Build succession pipelines and enhance team capabilities through training and development
- Work closely with Sales, Product, Marketing, and IT teams to align operational execution with strategic objectives
- Serve as the voice of the customer in executive discussions and decision-making forums
- Bachelor’s degree in Business, Operations Management, or related field.
- 10+ years of progressive leadership experience in operations, customer service, or CX within telco, broadband, or related industries.
- Demonstrated success in delivering operational efficiency, improved customer metrics, and scalable processes.
- Experience collaborating with senior stakeholders, partners, and vendors.
- Familiarity with Zendesk and other customer management platforms.
- Proficiency in Google Workspace and Microsoft Office.
- Strong strategic acumen with a track record of driving operational efficiency and bottom-line impact.
- Expertise in CX frameworks, KPIs, and process improvement.
- Ability to balance strategic planning with hands-on operational management.
- Strong project management skills across multiple parallel work streams.
- Analytical proficiency with financial models, contracts, performance metrics, and large datasets.
At My Republic , we believe in creating a workplace that values your well-being, growth, and happiness — both in and out of work. Here’s what you can look forward to when you join our team:
- Wellness Day - Enjoy 1 wellness day every quarter to rest, recharge, or do something that makes you feel great.
- Industry Leading Family Care Benefits
– Time off to care for your loved ones when they need you most. - Birthday Leave – Celebrate you! Take a day off on your special day.
- Work From Anywhere (WFA) Leave – Up to 20 days a year to work from wherever inspires you.
- Hybrid Work Arrangement – Enjoy flexibility with a mix of office collaboration and remote work.
- Plenty of Fun Events! – From team bonding activities to festive celebrations, there’s always something happening to keep the energy high and connections strong.
From being the first to launch 1
Gbps broadband plans and the first network optimised broadband service for gaming in Singapore, to crafting workplace practices that put wellbeing at its core, our values guide us in everything we do ’s the secret sauce that makes us tick. If you espouse the following, we know you would fit in great with us!
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).