Customer Experience and Loyalty Programme Executive

2 weeks ago

Singapore ESR Group Full time

Customer Experience Project Management
- Lead the planning and implementation of Customer Experience projects and related tasks, including developments, enhancements, and integration with MCST (Management Corporation Strata Title) objectives.
- Coordinate effectively with all project stakeholders, including clients, vendors, and internal teams, to ensure clear and consistent communication throughout the project lifecycle and to meet project milestones.
- Manage project timelines and budgets meticulously, ensuring the cost-effective allocation and utilization of resources.
- Conduct thorough research, compile relevant data, and prepare comprehensive reports and presentations to communicate project progress and findings.
- Support administrative requirements under the Customer Experience team.

Loyalty operations
- Address Suntec+ app-related issues and provide excellent customer service.
- Conduct internal control checks to identify and mitigate suspected fraudulent activities within the Suntec+ loyalty program, ensuring the integrity of the customer experience.
- Perform monthly random receipt audits to verify the receipt processing team's adherence to Standard Operating Procedures (SOP) for Suntec+ points accreditation, maintaining accuracy and customer trust.
- Handle escalated customer inquiries and complaints with professionalism and efficiency, ensuring timely and effective resolution within established service level standards to maximize customer satisfaction.
- Develop an in-depth understanding of the Suntec+ loyalty program and the social media landscape to drive impactful, data-driven insights that improve overall business performance and customer engagement at scale.
- Collaborate with existing and/or new partner, tenants and vendors to expand the loyalty partnership ecosystem for mutually beneficial outcomes and generating new revenue leads through these collaborations.
- Responsible for tracking and monitoring key performance metrics, providing regular reports to management, and analyzing data to extract meaningful insights from the database to develop effective customer strategies that optimize revenue and enhance the overall customer journey.

**Requirements**:

- At least 2 years of experience in Customer Service, Hospitality, Marketing or Project Management field.
- Possess the ability to translate strategic plans into action.
- Able to work in a fast-paced environment and with a passion for service.
- Meticulous with an eye for detail.
- Excellent English written and verbal communication skills
- Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) is required.
- Positive attitude, pleasant personality, and a team player.

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