Customer Experience (CX) Manager

ABOUT CINCH:

Reimagine access. Reimagine ownership. Build the future with Cinch.

Cinch is Southeast Asia’s leading circular tech subscription company, redefining how people and businesses access technology. Instead of adding to the growing e-waste crisis, we enable affordable, sustainable access to devices through subscriptions that maximize reuse and extend their lifecycle. We operate across B2C, B2B, and B2B2C channels, including major partnerships with global leaders like Samsung. Our model sits at the intersection of powerful mega trends — sustainability, embedded finance, and the shift from ownership to access — creating a massive opportunity to reshape the future of tech consumption. At Cinch, we are builders with high standards, a bias for action, and a shared mission to create a generational company that outlasts us. Freshly funded by leading institutional investors and growing rapidly, we’re creating an environment where ambitious people can do the best work of their careers — and where the work has real, lasting impact.

ABOUT THE ROLE:

We are looking for a strategic and commercially minded Customer Experience (CX) Manager to take full ownership of our customer-facing operations and lead our growing CX team. This leader will oversee Team Leads and Agents, ensuring excellence in every customer interaction while also driving automation, analytics, and quality control as core pillars of the function.

More than just amplifying the voice of the customer, this role is about turning insights into impact — designing initiatives in partnership with Growth, Marketing, and Product that directly drive customer engagement, retention, and revenue. The ideal candidate is not only a strong people manager but also a forward thinker who can scale CX through process innovation, automation, and a commercial lens.

Key Responsibilities:

Customer Experience Strategy & Commercial Impact

• Own and drive customer KPIs including CSAT, NPS, resolution time, retention, and churn — with a focus on linking CX improvements to revenue outcomes.
• Act as the voice of the customer and the business, surfacing insights and translating them into initiatives that accelerate acquisition, retention, and engagement.
• Collaborate with Growth, Marketing, and Product to design CX-led campaigns and programs (e.g. proactive outreach, upsell triggers, retention flows) that fuel growth.
• Lead the design and continuous improvement of CX operations across email, chat, and voice, embedding automation and analytics into decision-making.
• Champion a customer-first culture through training, process design, and quality assurance.

Automation, Quality & Analysis

• Champion automation-first operations, implementing self-serve tools, AI-driven workflows, and proactive outreach to scale customer experience.
• Establish strong quality control mechanisms and continuous monitoring to ensure best-in-class support delivery.
• Build a robust analytics framework to translate CX data into actionable insights that directly influence product, marketing, and revenue strategies.

Team Leadership & Development

• Manage, mentor, and inspire Team Leads and CX Agents to deliver best-in-class customer support and engagement.
• Establish clear KPIs and monitor team performance to ensure customer satisfaction and efficiency.
• Drive a culture of continuous learning, ownership, and empathy within the CX team.

Process Innovation & Collaboration

• Identify opportunities to streamline workflows, enhance efficiency, and unlock growth through automation.
• Partner with Product and Tech to pilot and deploy innovative customer support solutions.
• Serve as a commercial partner to Marketing and Growth — ensuring CX initiatives don’t just solve customer problems but actively contribute to revenue generation.

Skills and Qualifications:

• Proven experience (5+ years) in customer experience, customer support, or related roles, with at least 2 years in people management.
• Demonstrated success in managing Team Leads and Agents in a fast-paced environment.
• Strong track record in automation, analytics, and scaling customer-facing operations.
• Strong understanding of customer experience best practices, metrics, and strategies and the ability to translate customer insights into commercial opportunities.
• Excellent communication, collaboration, and stakeholder management skills.
• Experience in process improvement, with a track record of implementing automation or AI-driven solutions a strong plus.
• Passion for customer advocacy and a growth mindset.

Why Join Us?

• Be part of a mission-driven company committed to delivering exceptional value to customers.
• Work alongside a collaborative team that values innovation, impact, and customer-first thinking.
• Opportunity to shape the future of customer experience by driving AI-enabled transformation.