Senior Executive Officer I, Customer Experience

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 define and execute of physical and digital program for segmented customers with the objective of driving the retention of stated customer segment and diversion from illegal operators to SPPL to encourage responsible gaming and achieve customer advocacy.

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in digital tools or content creation, we want to talk to you.

**What You'll Do**
- You will plan, execute, and deliver assigned Customer-focused projects within scope, timeline, and budget, develop project plans, timelines, and resource allocation strategies to ensure project success, monitor project progress, identify risks, and implement mitigation
strategies to address potential roadblocks.
- You will regularly communicate project status updates, milestones, and key metrics to stakeholders.
- You will collaborate with cross-functional teams to gather requirements, prioritize tasks, and drive consensus on project objectives, proactively address stakeholder concerns, resolve conflicts, and foster a collaborative project environment.
- You will influence decision-making processes by presenting data-driven insights, user feedback, and business cases to key stakeholders.
- You will develop good understanding of the segment or group of customers the program is designed for, conduct secondary research and learn from overseas operators offering similar program.
- You will monitor and provide regular report of progress and take-up rate, and constantly review program to ensure outcome is continuously met.
- You will support cross-functional collaboration in developing and executing customer-focused projects and strategic roadmaps, attend training and support for personal development to enhance productivity, efficiency, and personal growth among staff, staying relevant and
current.

**Who You Are**
- You will need a Degree in any discipline with at least 3 years of working experience in customer related functions.
- Experience in gaming products and services preferred.
- You should have vendor and stakeholder management, project management and execution experience, and understanding of research methodology and market trends.
- You should possess knowledge of customer experience, gaming products and processes.
- You should be a creative, results oriented, analytical, meticulous as well as a strategic thinker with a keen interest in consumer behaviour.
- You should be a good team player but able to work on own initiatives with minimum guidance.
- You should be able to convert data to information and then to knowledge which builds understanding of customer segments.
- You should be apt in managing conflicting deadlines and pressures, able to communicate effectively, written and verbally to management and staff.

**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.