Job Description

We are looking for a Senior Executive to provide customers and prospects with a positive and courteous experience in line with brand values and professionalism across channels of communication and interactions.

Roles & Responsibilities

Customer Experience and Audit

• Plan, conduct, and facilitate stakeholder discussions, workshops, user surveys, and interviews
• Create user stories, personas, and storyboards
• Plan and conduct user testing or mystery shopping to audit current offerings
• Maintain, review, and create new customer journey maps to enhance corporate clients\' and their digital experiences
• Identify pain points, opportunities for improvement, and to help stakeholders better understand the customer\'s experience
• Translate all findings and goals into actionable recommendations and implementation

Service Delivery & Service Capabilities Development

• Develop and implement service and feedback policies, SOPs, and workflows in compliance with the Company\'s policies, procedures, and processes to handle customer interactions and communications. To prioritise B2B/ B2U service quality
• Feedback Management and Reporting. Keep records of customer interactions, details of actions taken, and reports of results
• Spearhead service excellence and partner HR to identify service training for NTUC Club entities
• Reinforce service excellence and operations training for the Guest Services team and lead the Guest Experience team to achieve service excellence across the Company

Requirements

• Bachelor\'s Degree in Business, Marketing, or equivalent
• Mimimum 3 years of experience, preferably in customer service, customer experience, or user experience
• Design thinking and customer service skills will be an advantage
• Familiar with CRM programmes, databases, and data analytics such as Salesforce
• Excellent problem-solving and analytical abilities
• Good written and verbal communication skills
• Proficiency in MS office, visual presentation, and facilitation skills
• Ability to multi-task and adhere to timelines
• A team player and adaptable to changes

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Additional Information

Career Level

Not Specified

Qualification

Not Specified

Job Type

Contract

Job Specializations

,

Company Overview

About NTUC Club @ Downtown East Established in 1986 as the entertainment and leisure arm of the National Trades Union Congress (NTUC), NTUC Club is committed to the social mission of providing affordable recreational experiences of choice for our members and the public.

We also support the Labour Movement and aim to build a more inclusive society in Singapore. This means taking a social responsibility towards our staff, the community, and the environment, which is core to everything NTUC Club does.

Brands and Entities

Our key properties include Downtown East, a lifestyle destination which provides exciting activities and fun facilities for members of the Labour Movement and public alike under one roof. With the completion of the five-year Refreshing Downtown East redevelopment project in 2018, Downtown East now includes the nature-inspired D\'Resort, an expanded water park Wild Wild Wet, a myriad of retail dining and entertainment options at Market Square - E!Avenue and E!Hub, and union engagement amenities MUCE (Membership & Union Community Engagement).

Other brands under NTUC Club include Aranda Country Club, Orchid Country Club, Marina Bay Golf Course, Quebec Leisure as well as clubhouses such as Scarlet City, Happy Days, Jest D\'Place and Union Square.

NTUC Club also engages members of the Labour Movement at their various life stages - nEbO, the junior membership arm of NTUC for youths aged 12 to 25; U Live, the community for active agers aged 55 and above; and U Sports, for sports enthusiasts.

Social Commitment

NTUC Club\'s Family Fun Fiesta (F3) is one of the ways we fulfil our social purpose to ensure no one is excluded from enjoying quality recreational experiences. Held several times a year, F3 provides lower-income NTUC members and their families with complimentary experiential fun at our facilities.

In addition, we also give back to the community by volunteering and working with various beneficiaries. Our staff visited beneficiaries such as Willing Hearts and Singapore Food Bank, to help prepare meals. Together with the Attractions, Resorts & Entertainment Union (AREU), our staff sewed stuffed toys made from socks, with proceeds going to Dignity Mama to enable young adults with disabilities to gain basic entrepreneurial skills and lead independent lives.

If you aspire to be part of the Labour Movement, and believe in our social mission, find out more at: www.ntucclub.com/career.

Additional Company Information

Registration No.

S86SS0105G

Company Size

501 - 1000 Employees

Average Processing Time

26 days

Industry

Hotel / Hospitality

Benefits & Others

Miscellaneous allowance, Medical, Sports (e.g. Gym), Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible Allowance

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NTUC Club