Executive/ Senior Executive, Customer Experience

Kallang Alive Sport Management Co Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the sports management sector seeks a dynamic Customer Experience Executive to enhance their customer-centric culture. The ideal candidate will play a key role in mapping customer journeys, identifying improvement opportunities, and implementing strategies to foster positive customer interactions. With responsibilities including data analysis, collaboration across teams, and training delivery, this position offers an exciting chance to impact customer experiences meaningfully.

Qualifications

• Minimum 3 years of experience in customer experience design and journey mapping or related role.
• Ability to work in a fast-paced environment with a high level of accuracy.
• Proactive, self-motivated and keen learner with strong analytical skills.

Responsibilities

• Map as-is customer experiences to understand existing journeys.
• Implement service quality standards and monitor performance.
• Collaborate with cross-functional teams to drive improvement initiatives.

Skills

Customer-centric mindset

Excellent communication skills

Strong organizational skills

Problem-solving skills

Critical thinking

Education

Diploma/Bachelor’s degree

Tools

Microsoft Office

Customer experience software applications (Freshdesk, PowerBI)

Job description

Are you a dynamic and passionate individual who thrives on creating extraordinary customer experiences? We are seeking a highly motivated and experienced Customer Experience Executive to help shape our organisation’s customer-centric culture and champion efforts to make every customer interaction unforgettable and positively impactful!

Roles & Responsibilities

• Study and map as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journeys

• Identify pain points and opportunities for improvement and recommend strategic solutions to enhance overall experience

• Understand customer needs and adopt a pro-active approach to maintain and build positive experiences

• Assist in establishing processes for collecting and analysing customer feedback, surveys and data analytics to gain insights into customer behaviour and preferences, and drive data-driven decision making

• Implement service quality standards and processes, monitor performance and drive continuous improvement initiatives

• Collaborate with Technology & Data team to identify and implement customer-centric technologies and tools that enhance the customer experience

• Collaborate with cross-functional teams to drive implementation of improvement initiatives and address potential challenges and resistance to change that may arise during the implementation

• Assist in developing and delivering training programmes to empower employees across the organisation to deliver exceptional customer service

• Analyse training effectiveness through performance metrics, customer feedback, and service quality evaluations

• Proactively address customer issues and concerns by ensuring timely and satisfactory resolution

• Propose innovative ideas and strategies to adapt to changing customer preferences and needs

• Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management

• Stay current with industry trends and best practices in customer experience management

• Support and execute any ad-hoc duties and projects as assigned or required

Requirements

• Diploma/Bachelor’s degree in any field or equivalent

• Minimum 3 years of experience in customer experience design and journey mapping or related role, preferably with a track record of implementing successful customer experience strategies

• Customer-centric mindset with a passion for delivering exceptional experiences

• Excellent communication skills, both written and verbal, and possess effective leadership and influencing skills to collaborate and build cross-functional relationships

• Strong organisational skills and the ability to manage multiple projects simultaneously

• Proficient in Microsoft Office and customer experience software applications (e.g. Freshdesk, PowerBI)

• Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail

• Excellent problem-solving skills, critical thinking and analytical skills, with the ability to analyse complex data and extract actionable insights

• Proactive, self-motivated and keen learner with the ability to work well in a team or independently

• Adaptable to changes in a highly dynamic work environment

Information

• If you are facing issues submitting your application through Jobstreet, please email us your resume at [e-mail] with the job title. Only shortlisted candidates will be notified.

• The level of appointment will depend on the qualifications and experience of the candidate.

• For more information on Kallang Alive Sport Management, refer to www.sportshub.com.sg