Senior Customer Experience Suport, Csi, Ap

6 days ago


Singapore DHL Full time

**Senior Customer Experience Support, CSI, AP**

We are looking for a
**Senior Customer Experience Support** to:

- Transform the Innovation Center into an inspiring customer engagement platform by ensuring a successful, seamless, and consistent end-to-end visitor experience delivering high-class customer engagement events, workshops, meetings and both virtually and in-person. In addition, the role aims to provide consistent and up-to-date documentation of internal and external services, e.g. events brochure, catering catalogue, etc.
- Responsibilities include to handle all innovation center bookings end-to-end based on standardized processes, strong stakeholder alignment, high data quality, and reporting.
- Activities span across the execution of day-to-day event logistics and operations, the general support of major innovation events, and the delivery of selected workstreams within these.

**Job Accountabilities**

**a.**
***
**Day-to-Day Event request & handling**
- Handle booking requests and detail booking information of all customer engagements in the centralized event/booking tool Skedulo
- Responsible for timely and efficient respond to event requests from internal DPDHL teams and visiting delegations
- Manage and deliver standard event formats or smaller events with high-quality service delivery to internal and external audiences
- Prepare weekly event meeting by collecting all event information from central booking tool, validate open questions with team
- Deliver timely information of all relevant parties on upcoming events and keep overview for operations team up to date at all times

**b.**
***
**Management of Events**
- Support execution of (innovation) events in the innovation center or virtual; steer efforts, vendors and internal parties
- Support management of events, end-to-end, or own selected work streams within a larger project organization

**c.**
***
**Overall Event Logistics and Operations**
- Handle catering (Food & Beverage) management based on requirements, steer implementation
- Support preparation and initiation of registration management including communications plan for customers, internals and vendors
- Document branding and collateral needs, work with graphic support & agencies on developing and printing relevant material

**d.**
***
**Building and Enhancing Event Management Functions, Processes and Tools**
- Leverage best practices and resources
- Provide continuity in terms of customer experience and quality across all events. Provide value and cost savings while utilizing the best quality and type of production elements

**e.**
***
**Strive for excellence in events management**
- Regular update catering catalog & event brochure
- Gather knowledge and be an expert on tools for virtual formats
- Development & regular updates of SOPs

**Education / Qualification / Certification / Requirements**
- Diploma or equivalent level of education in events management, customer service or retail and hospitality is preferred.
- Minimum of 5 years of relevant working experience with a focus on customer facing roles
- Experience in logistics or transportation Industry is a plus
- Strong organizational skills and meticulous
- Result-driven attitude
- Strong communicator and relationship builder
- Team player and “hands-on” approach
- Strong Microsoft office skills
- Advanced project management skills
- Quick learner



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