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Assistant Manager (Customer Experience & CRM)

Programme & Service Management
Job Description

This job role will oversee Customer Experience (CX) and Customer Relationship Management (CRM) in Institute for Adult Learning (IAL), leading continuous improvement efforts to help IAL deliver excellent customer experience. Support management and operations decision making by developing analysis and reporting capabilities relating to the end-to-end programme management, training administration and customer service.

1.  Lead the customer relationship management (CRM) function, working with programme managers and outsourced partner to ensure enquiries via different channels are resolved satisfactorily within the service level agreement timeline.
2.  Lead the review and crafting of workflow processes and guidelines for the outsourced partners to deliver excellent customer service and experience.
3.   Apply design thinking and LEAN concepts leveraging CRM data and work with stakeholders to identify improvement areas across the training management value chain to increase operational effectiveness and efficiency while improving customer experience.
4.  Create positive customer experience by exploring and implementing system enhancements, digital solutions and creating new benchmark for service standards.
5.  Track, measure, report and evaluate outsourced partner’s performance for the outsourced training administration service lines.
6.  Monitor contractual agreement for outsourced partner and support the preparation of tender, where applicable.
7.  Develop and implement databases, data collection systems, data analytics and other strategies that optimise statistical efficiency and quality for programme management and customer service.
8.  Work with management and stakeholders to prioritise business and information requirements; identify, analyse, and interpret trends or patterns and provide ongoing reports to keep track of key performance indicators (KPI) and aid strategic and operations decision making.
9.  Consolidate and prepare KPI reports for IAL’s reporting to various stakeholders, committees and meetings, including those in SkillsFuture SG and Singapore University of Social Sciences.
10. Perform secretariat duties for internal meetings, as required
11. Any other duties, including cross divisional projects, that may be assigned by the management from time to time to meet the needs of the organisation and changing environment, as well as for staff capability development. 

Job Requirements

-  Degree in business, operations management, data analytics or related fields
-  At least 5 years of experience in customer service, training/operations management, involving the handling of process improvement and data analysis
-  Experience in applying data visualisation techniques using relevant tools such as Tableau and R
-  Experience in planning, process design and project/vendor management
-  Strong analytical and problem-solving skills are mandatory
-  Mature and meticulous, able to grasp and tackle operational issues with a clear understanding of system, process implications, and stakeholder needs
-  A team player with strong interpersonal skills and a service excellence mindset
-  Adaptable, receptive to change and able to thrive in a fast-paced environment
-  Open-minded, independent, and committed to delivering high quality work
-  Analytical and has strong mathematical especially statistical ability, conversant in MS Excel, planning, implementation and process design
-  Excellent written and verbal communication skills, able to resolve high level escalations

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