Customer Experience and Loyalty Programme Executive

ESR Group; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Customer Experience Project Manager to lead projects aimed at enhancing service quality and facilitating customer engagement. You will collaborate with various stakeholders, manage budgets and timelines, and address customer inquiries through various channels. A strong background in project management, customer service, and digital marketing is required to drive impactful organizational changes.

Qualifications

• 2 years of experience in Customer Service, Hospitality, Marketing or Project Management.
• Ability to work in a fast-paced environment with attention to detail.
• Excellent communication skills.

Responsibilities

• Lead planning and implementation of Customer Experience projects.
• Address app-related issues and conduct internal control checks.
• Monitor and analyze key performance metrics for strategies.

Skills

Customer Service

Project Management

Communication

Attention to Detail

Education

Diploma/Degree in Customer Experience, Hospitality, Digital or Marketing Communication

Tools

MS Excel

MS PowerPoint

Google Analytics

Job description

Description

Customer Experience Project Management

• Lead the planning and implementation of Customer Experience projects and related tasks, including developments, enhancements, and integration with MCST (Management Corporation Strata Title) objectives.
• Coordinate effectively with all project stakeholders, including clients, vendors, and internal teams, to ensure clear and consistent communication throughout the project lifecycle and to meet project milestones.
• Manage project timelines and budgets meticulously, ensuring the cost-effective allocation and utilization of resources.
• Conduct thorough research, compile relevant data, and prepare comprehensive reports and presentations to communicate project progress and findings.
• Support administrative requirements under the Customer Experience team.
  
  

Loyalty operations

• Address Suntec+ app-related issues and provide excellent customer service.
• Conduct internal control checks to identify and mitigate suspected fraudulent activities within the Suntec+ loyalty program, ensuring the integrity of the customer experience.
• Perform monthly random receipt audits to verify the receipt processing team's adherence to Standard Operating Procedures (SOP) for Suntec+ points accreditation, maintaining accuracy and customer trust.
• Handle escalated customer inquiries and complaints with professionalism and efficiency, ensuring timely and effective resolution within established service level standards to maximize customer satisfaction.
• Develop an in-depth understanding of the Suntec+ loyalty program and the social media landscape to drive impactful, data-driven insights that improve overall business performance and customer engagement at scale.
• Collaborate with existing and/or new partner, tenants and vendors to expand the loyalty partnership ecosystem for mutually beneficial outcomes and generating new revenue leads through these collaborations.
• Responsible for tracking and monitoring key performance metrics, providing regular reports to management, and analyzing data to extract meaningful insights from the database to develop effective customer strategies that optimize revenue and enhance the overall customer journey.
  
  

Requirements

• Candidate must possess a Diploma/Degree in the fields relevant to customer experience, hospitality, digital or marketing communication.
• At least 2 years of experience in Customer Service, Hospitality, Marketing or Project Management field.
• Possess the ability to translate strategic plans into action.
• Able to work in a fast-paced environment and with a passion for service.
• Meticulous with an eye for detail.
• Excellent English written and verbal communication skills
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) is required.
• Positive attitude, pleasant personality, and a team player.
• Knowledge of various aspects of digital marketing, including SEO, social media marketing, email marketing, marketing automation, and digital marketing analytics tools such as Google Analytics is a plus.