Assistant Manager, Quality Service Management, Operations & Tenancy Management

Changi Airport Group (Singapore) Pte. Ltd.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading airport management company in Singapore seeks a motivated individual for the Operations and Tenancy Management team. You'll drive customer service quality for retail and F&B outlets, implement initiatives to enhance tenant performance, and monitor services to ensure excellence. Ideal candidates should possess a degree in a relevant field and have at least 3 years of experience in customer service or related roles, with proficiency in tools like Salesforce and Power BI.

Qualifications

• Minimum 3 years of experience in customer service or related field.
• Knowledge of enterprise systems management is preferred.
• Strong communication skills, both written and verbal.

Responsibilities

• Drive customer service quality for tenants at Changi Airport.
• Implement initiatives to empower tenants and their teams.
• Monitor service performance and report insights.

Skills

Customer service management

Project management

Data analytics

Negotiation skills

Education

Degree in Business, Finance, Data Analytics or Tourism

Tools

Salesforce

SAP

Qualtrics

Microsoft Office

Power BI

Job description

The Operations and Tenancy Management team is responsible for enhancing the competitiveness and operations of Changi Airport’s airside retail, F&B and services businesses. One of the key roles of the team includes driving Quality Service Management (QSM) for the retail, F&B and services outlets in Changi Airport. This is an integral part of our efforts to make Changi Airport a leading duty‑free shopping and dining destination with excellence in operations and service.

We are looking for highly motivated individuals to join us in the team. You will work with our tenants and concession officers to drive customer service quality for their outlets in Changi Airport. You will be in-charge of developing and implementing initiatives to empower our tenants and their frontline team to deliver the best experience for our customers. This includes managing a Customer Relationship Management system, feedback and service incentives management, as well as organizing QSM events. You will also be required to monitor service performance which include tracking, analyzing and reporting the service performance results, insights and trends.

As you will be part of the Operations and Tenancy Management team in Airside Concessions Division, you may also be involved in other related initiatives, projects and events to support our tenants’ operations and to enhance their competitiveness.

Requirements

• Good degree in Business, Finance, Data Analytics, Tourism studies or related disciplines
• Preferably at least 3 years of working experience in Customer Service, Human Resource, Business, project management or other related matters
• Prior experience in managing customer service in a retail and/or tourism industry will be an advantage
• Knowledge in managing enterprise systems such as Salesforce, SAP and Qualtrics is preferred
• Familiarity in handling of contracts, budgets, and other related administrative matters
• Proficient with Microsoft Office (e.g. Word, Excel, Access, PowerPoint, Outlook) and Power BI tools
• A good team player that is customer-focused and results oriented with a strong eye for detail
• Able to work independently and multi-task in a challenging environment, disciplined and able to work well within timelines and under pressure.
• Good negotiation and stakeholders management skills with excellent written and verbal communications skills.