Senior Executive Officer, Customer Experience

6 days ago

Singapore Singapore Pools Full time

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 along-side teams to integrate content, design, and customer engagement activities into cohesive initiatives aimed at increasing customer retention and market diversion from illegal operators, developing segment programmes and enhancements to drive customer segment performance to encourage responsible gambling and achieve advocacy.

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in customer segmentation or campaigns, 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, conduct in-depth analysis of each customer segment to understand their unique needs, preferences, and pain points, identify opportunities for personalisation and targeted communication initiatives within each segment, 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, monitor illegal market activities and industry trends to anticipate changes in segment dynamics and market conditions, 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 leverage the CRM system, digital and remote channels, and retail touchpoints to deliver personalised experiences for customer engagement.
- You will collaborate with Customer teams to ensure campaign alignment and seamless customer experience.
- You will identify relevant courses/conferences for development of current capabilities and acquire new capabilities.

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

**Benefits**
- Competitive salaries
- Flexi Benefits
- Staggered working hours
- Medical Insurance

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 channeled 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.

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