Assistant Manager, Customer Experience

We are looking for a passionate and professional Assistant Manager 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.

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

**What You'll Do**
- You will implement lead scoring and lead nurturing processes within the CRM system to prioritise and cultivate prospects.
- You will integrate data from various sources into the CRM platform to ensure comprehensive customer profiles for targeted campaigns, participate in functional, usability, and performance testing, continuously monitor CRM performance and identify opportunities for improvement, making recommendations to enhance efficiency and user experience.
- You will develop and maintain automated workflows within the CRM system to streamline campaign execution and follow-up processes, design and execute targeted, personalised marketing campaigns through the CRM system to drive customer retention and market diversion, conduct A/B testing and multivariate testing of automated campaign elements to optimise performance and conversion rates.
- You will implement advanced segmentation techniques within the CRM platform to create highly targeted and personalised campaigns, monitor campaign performance, analyse results, and optimise future campaigns based on insight.
- You will work closely with data analysts and data scientists to leverage predictive analytics and machine learning algorithms for campaign optimisation, continuously evaluate and recommend new technologies and tools to enhance CRM capabilities and campaign automation.
- You will stay informed about industry trends and best practices in CRM and marketing automation to drive continuous improvement and innovation.
- You will develop documentation and standard operating procedures for CRM and automation processes to ensure consistency and scalability across the organisation.
- 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 administration, computer science or information technology, with specialised certifications in Customer Relationship Management (CRM) systems or marketing automation platforms.
- Experience in gaming products and services will be advantageous.
- You should have prior experience in CRM management, marketing automation, or digital marketing.
- You should have experience working with CRM platforms, data analysis, segmentation, and personalisation strategies.
- You should have a proven track record of developing and executing successful automated marketing campaigns.
- You will need excellent communication skills, both written and verbal, to effectively collaborate with cross-functional teams and stakeholders.
- You should have strong project management skills to plan, execute, and monitor campaigns within established timelines and budgets.
- You should have 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.