Executive Officer, Customer Experience

at  Singapore Pools

We are looking for a passionate and professional Executive Officer to join our Customer Experience team.
Based in Singapore and reporting to the Senior Manager, the incumbent will facilitate onboarding programmes for the support of Singapore Pools Account (SPA) customers acquisition and the management of Customer Experience Officers (CXOs).
However, we also recognize that each individual has a unique blend of skills. Whether your strength is in operations or in support, we want to talk to you.

• You will support the onboarding process of CXOs including training, OJT and deployment to branches or other events.
• You will maintain the SOP for CXO’s role, track and analyse the no. of sign-ups and engagement by CXOs, monitor and report CXO recruitment status including renewals and resignations.
• You will conduct weekly site visits to locations where CXOs are stationed to ensure CXOs are performing their duties, using tools provided and any other feedback from CXOs.
• You will address problems encountered by CXOs, resolve issues and gather feedback from branch staff on CXOs and onboarding.
• You will arrange for monthly meetings and feedback gathering sessions.
• You will work with Creative team on monthly SPA and ebetslip communications based on pre-approved taglines and images for both print and digital materials.
• You will provide support on getting quotations from vendors for localized communications materials and SPA/ebetslip related communications.
• You will seek to understand the requirements of project and propose solutions.
• You will manage project implementation and delivery, define project schedule and deliverables, track and resolve implementation issues.