Job Description

We're looking for a dynamic, results-oriented, and service-focused individual to manage and enhance a premium customer engagement program in Changi Airport by managing Changi Airport's Shopping Concierge program. This role is crucial for integrating CAG's digital platforms (e.g., loyalty programs, e-wallets, online stores) with the airport's physical retail presence, while delivering high-touch, personalized experiences for both regular and high-value customers at partner locations. The ideal candidate is passionate about retail, analytical, adept at operations, and skilled in managing relationships.
Key Responsibilities:
Program & Vendor Management

• Oversee the appointed concierge service vendor, including daily operations, performance monitoring, and strategic alignment.
• Manage incentive programs, invoicing, and procurement activities related to the concierge service.
• Conduct regular audits and reconciliation of sales, customer interactions, and feedback metrics.

Stakeholder Engagement

• Collaborate with internal departments on marketing, loyalty programs, digital payments, and tenant relations matters.
• Engage external parties including tenant marketing and sales teams, premium brands, and vendor representatives to jointly drive concierge initiatives.
• Champion the concierge program, highlighting its value to partners and developing tailored strategies to drive sales and customer acquisition.

Customer Experience & VIP Handling

• Serve as the operational and strategic contact for events and activations targeting high-value customers.
• Attend and oversee concierge participation in special events, providing support and ensuring seamless VIP experiences.
• Mediate disputes and resolve issues with professionalism and tact.

Sales, Analysis & Reporting

• Conduct monthly analysis and presentations on concierge-attributed sales and customer acquisition KPIs.
• Develop and maintain dashboards and reporting systems to track concierge effectiveness and performance.
• Initiate and execute sales-driving campaigns leveraging data-backed insights.

Training, Digital Tools & Innovation

• Continuously train and develop concierge teams to enhance product knowledge and customer engagement competencies.
• Drive digital transformation for the concierge program by identifying and implementing tools such as CRM systems, communication platforms (e.g., messaging apps), and feedback tools.
• Develop and update Standard Operating Procedures (SOPs) to streamline concierge operations and service standards.

Key Metrics for Success:

• Sales uplift from concierge engagements.
• Volume of customer engagements and new customer acquisitions.
• Timely and effective execution of concierge-related campaigns, tools, and initiatives.
• Partner and internal stakeholder satisfaction with concierge program outcomes.

Requirements:
Qualifications & Experience

• Minimally a Bachelor's degree in any discipline
• Minimum 3 years of experience in retail, luxury sales, or customer experience management, preferably with exposure to personalized shopping or concierge services.
• Proven experience in vendor management, data reporting, and cross-functional stakeholder collaboration.

Skills & Attributes

• Strong interpersonal skills with a customer-first mindset and high service standards.
• Confident with sales data analysis, KPI reporting, and presenting insights to management and stakeholders.
• Comfortable with hands-on operational tasks and resolving on-ground issues.
• Proficient in using relevant tech tools such as CRM systems, communication platforms, and data analysis software.
• Energetic, composed, and poised in high-pressure or VIP scenarios.
• Self-motivated, adaptable, and curious with a growth mindset.