Guest Experience Specialist

2 weeks ago


Singapore MR SINGAPORE PTE. LTD. Full time

MetroResidences is building on our passion for the guests, upgrading the overall guests' experience, and taking it to the next level.

We are looking for a **Guest Experience Specialist **to help us retain our core customer base. In this role, you will deal directly with our guests/customers to find out what issues they are facing, how we may improve our services, and how to retain their business.

**Job scope:
Communications with guests/customers pre, during and post-sales
- Be the primary point of contact and build long-term relationships with customers
- Oversee the development and execution of the customer loyalty program to recognize and reward our customers
- Track, measure, and report on digital marketing campaigns across all digital channels
- Plan, execute and optimize digital campaigns and initiatives
- Ensuring product quality and brand experience align with brand standards and guest/customer expectations

Keeping track of and analyzing guest/customer journey
- Manage all inbound activities via marketing software
- Manage and allocate tickets at the correct customer phase

Identify guest/customers profiles and gaps in guest/customer journey to update internal stakeholders and teams
- Measure results and optimize lead nurturing workflows for these segments to convert leads into customers
- Analyze and generate monthly gap analysis reports and suggest improvements to the stakeholders

**Requirements**:

- Marketing, communication, or business degree/relevant qualifications
- 2 - 3 years of experience in Marketing, PR, or digital communication
- Excellent communication and interpersonal skills
- Strong conflict resolution skills
- Prior experience with Hubspot is a plus
- Self-motivated, and able to work independently as well as a team player



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