Executive/ Senior Executive, Customer Experience - #1096803

Are you a dynamic and passionate individual who thrives on creating extraordinary customer experiences? We are seeking a highly motivated and experienced Customer Experience Executive to help shape our organisation’s customer-centric culture and champion efforts to make every customer interaction unforgettable and positively impactful!

Roles & Responsibilities

• Study and map as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journeys

• Identify pain points and opportunities for improvement and recommend strategic solutions to enhance overall experience

• Understand customer needs and adopt a pro-active approach to maintain and build positive experiences

• Assist in establishing processes for collecting and analysing customer feedback, surveys and data analytics to gain insights into customer behaviour and preferences, and drive data-driven decision making

• Implement service quality standards and processes, monitor performance and drive continuous improvement initiatives

• Collaborate with Technology & Data team to identify and implement customer-centric technologies and tools that enhance the customer experience

• Collaborate with cross-functional teams to drive implementation of improvement initiatives and address potential challenges and resistance to change that may arise during the implementation

• Assist in developing and delivering training programmes to empower employees across the organisation to deliver exceptional customer service

• Analyse training effectiveness through performance metrics, customer feedback, and service quality evaluations

• Proactively address customer issues and concerns by ensuring timely and satisfactory resolution

• Propose innovative ideas and strategies to adapt to changing customer preferences and needs

• Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management

• Stay current with industry trends and best practices in customer experience management

• Support and execute any ad-hoc duties and projects as assigned or required

Requirements

• Diploma/Bachelor’s degree in any field or equivalent

• Minimum 3 years of experience in customer experience design and journey mapping or related role, preferably with a track record of implementing successful customer experience strategies

• Customer-centric mindset with a passion for delivering exceptional experiences

• Excellent communication skills, both written and verbal, and possess effective leadership and influencing skills to collaborate and build cross-functional relationships

• Strong organisational skills and the ability to manage multiple projects simultaneously

• Proficient in Microsoft Office and customer experience software applications (e.g. Freshdesk, PowerBI)

• Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail

• Excellent problem-solving skills, critical thinking and analytical skills, with the ability to analyse complex data and extract actionable insights

• Proactive, self-motivated and keen learner with the ability to work well in a team or independently

• Adaptable to changes in a highly dynamic work environment

Information

• If you are facing issues submitting your application through Jobstreet, please email us your resume at [email protected] with the job title. Only shortlisted candidates will be notified.

• The level of appointment will depend on the qualifications and experience of the candidate.

• For more information on Kallang Alive Sport Management, refer to www.sportshub.com.sg