Senior Executive Officer II, Customer Experience

SINGAPORE POOLS (PRIVATE) LIMITED.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading local company in customer engagement is seeking a passionate Senior Executive Officer to join their Customer Experience team in Singapore. This role involves managing day-to-day operations focused on customer segments and enhancing retention strategies. The ideal candidate will have expertise in customer segmentation and analytics, backed by a degree in a related field and experience utilizing customer data to drive successful marketing campaigns. Competitive compensation and diverse benefits are offered.

Benefits

Competitive salaries

Flexi Benefits

Staggered working hours

Medical Insurance

Corporate Mobile Plans

Qualifications

• At least 3 years of experience in customer segmentation, data analysis, or marketing.
• Proven track record of using customer data to drive marketing campaigns.
• Hands-on experience with customer data platforms and data visualisation techniques.

Responsibilities

• Collaborate with teams to gather insights and data for market segments.
• Develop and maintain segment profiles and personas based on analysis.
• Conduct in-depth analysis to understand customer needs and preferences.
• Identify opportunities for targeted communication initiatives.

Skills

Customer segmentation

Data analysis

Marketing

Communication skills

Creativity

Education

Degree in Marketing, Business Analytics, or Computer Science

Tools

Analytics tools

Qlik Sense

CRM system

Job description

We are looking for a passionate and professional Senior Executive Officer to join our Customer Experience team.

Based in Singapore and reporting to the Senior Manager, the incumbent will oversee the day-to-day operations of the team's initiatives for customer segments, working alongside teams to integrate content and design customer engagement activities into cohesive initiatives aimed at increasing customer retention and market diversion from illegal operators.

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in customer segmentation or business analytics, we want to talk to you.

What You\'ll Do

• You will collaborate with cross-functional teams to gather insights and data relevant to specific market segments.
• You will develop and maintain segment profiles and personas based on data-driven analysis and customer research.
• You will conduct in-depth analysis of each customer segment to understand their unique needs, preferences, and pain points.
• You will identify opportunities for personalisation and targeted communication initiatives within each segment.
• You will evaluate the effectiveness of segmentation strategies and recommend adjustments based on performance metrics and customer feedback.
• You will conduct competitive analysis to identify strengths, weaknesses, opportunities, and threats within target segments.
• You will monitor illegal market activities and industry trends to anticipate changes in segment dynamics and market conditions.
• You will present findings and recommendations to key stakeholders to support strategic decision-making and resource allocation.
• You will stay abreast of emerging technologies and methodologies in segmentation analysis and incorporate best practices into existing processes.
• You will develop targeted marketing campaigns and content tailored to the specific needs and preferences of each customer segment.
• You will author and submit campaigns for regulatory approvals.
• You will leverage the CRM system, digital and remote channels, and retail touchpoints to deliver personalised experiences for customer engagement.
• You will conduct A/B testing and multivariate testing of automated campaign elements to optimise performance and conversion rates.
• You will monitor campaign performance, analyse results, and optimise future campaigns based on insight.
• You will collaborate with Customer teams to ensure campaign alignment and seamless customer experience.

Who You Are

• You have a Degree in Marketing, Business Analytics, Computer Science, or related discipline.
• You have at least 3 years of experience in customer segmentation, data analysis, and/or marketing.
• You have a proven track record of using customer data and insights to drive marketing campaigns with results in improved customer engagement and retention.
• You possess hands-on experience with customer data platforms, analytics tools, and data visualisation techniques. Experience with Qlik Sense is an advantage.
• You have a strong understanding of customer behaviour, purchasing patterns, and market trends.
• You possess the ability to collaborate cross-functionally with Customer, Channels and Product teams to translate customer insights into actionable strategies.
• You possess excellent communication skills, both written and verbal, to effectively collaborate with cross-functional teams and stakeholders.
• You have creativity and innovation to develop engaging and personalised campaigns that resonate with target audiences.
• You have attention to detail and a commitment to delivering outcome driven campaigns.
• Advanced certifications in Analytics is preferred and experience in gaming products and services will be beneficial.

Benefits

• Competitive salaries
• Flexi Benefits
• Staggered working hours
• Medical Insurance
• Corporate Mobile Plans

Singapore Pools welcomes you not for how you look, where you come from, or differences you may have. We want you here for who you are. Diversity at the company helps us see a greater picture represented by different voices, helping us in contributing back to the society. So, feel free to express who you are, and be proud of your heritage and personal experience as you begin your journey with us!

Singapore Pools was established by the Government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, all of Singapore Pools\' surplus is channelled to Tote Board to fund a wide range of causes in social service, community development, sports, the arts, education and health. Currently, Singapore Pools contributes about $2 billion annually to the Government in the form of taxes and duties, and for the funding of good causes.