Campaign Ops (Marketing) Executive; 6months (Sep to Mar); Changi Airport - #1164684

• Manage the end-to-end tenant reimbursement process through the Tenant Administration Portal.

• Monitor tenant submissions and ensure declarations are received within established monthly timelines.

• Review and validate tenant declarations against system-generated reports, including reimbursement reports and redemption logs.

• Investigate discrepancies such as missing transactions, incorrect claims, or inconsistent reimbursement amounts.

• Engage tenants to obtain clarifications and supporting documentation where required.

• Escalate unresolved or complex issues to relevant stakeholders for further investigation and resolution.

• Manage and respond to passenger enquiries received through multiple channels, including Request-for-Help (RFH), chatbot platforms, and campaign mailboxes.

• Assess enquiries and provide prompt resolutions using established procedures and response templates.

• Request and review additional information from passengers when necessary to facilitate case resolution.

• Handle basic service recovery cases and ensure a positive customer experience.

• Escalate complex, exceptional, or system-related issues to internal teams for investigation and follow-up.

• Maintain accurate case records, track progress, and ensure timely closure of all enquiries.

• Support monthly reconciliation activities involving internal system records, voucher issuance reports, expiry records, and finance reports.

• Verify voucher values, issuance codes, redemption records, and financial totals to ensure data accuracy and consistency.

• Investigate discrepancies and coordinate with relevant stakeholders to resolve exceptions.

• Prepare supporting documentation and coordinate confirmation processes before submitting reconciliation closure reports to Finance.

• Consolidate campaign-related data, including voucher redemptions, reimbursements, and customer enquiry records.

• Assist in preparing post-campaign reports, management summaries, and presentation materials.

• Track and analyse key performance indicators such as redemption rates, reimbursement values, enquiry volumes, response times, and resolution rates.

• Support management reporting by providing accurate data insights and recommendations for process improvements.

• Support operational, administrative, and project-related activities as assigned by the reporting manager.

• Contribute to continuous process improvement initiatives to enhance operational efficiency and service quality.

• Ensure compliance with internal policies, procedures, and service standards.

Requirements

• Degree in Business Administration, Finance, Operations Management, or a related discipline.

• Minimum 3 to 5 years of relevant experience in operations, customer service, finance administration, or a related function.

• Strong attention to detail with the ability to identify discrepancies and maintain a high level of accuracy.

• Excellent organisational and project coordination skills, with the ability to manage multiple priorities and meet tight deadlines.

• Comfortable working in a fast-paced and dynamic environment.

• Proficient in Microsoft Office applications, particularly Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reconciliation functions.

• Strong written and verbal communication skills with a customer-focused mindset.

• Ability to work independently while collaborating effectively with cross-functional teams.

• Proactive, resourceful, and capable of handling issues with minimal supervision.

• Prior experience in voucher management, reconciliation, operations support, customer service, or campaign administration will be an added advantage.

• Able to commit for the full contract duration.

Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile.

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