Market Monitoring and Strategy: Stay abreast of market developments and monitor the competitive landscape to position the Consumer Business for new services. You will respond quickly and proactively to market intelligence and competitor feedback, steering marketing strategies to remain market relevant and customer-friendly. Customer insights will be a key focus, allowing you to tailor messaging and distribution channels accordingly.
Innovative Marketing Campaigns: Spearhead the execution of new approaches in marketing campaigns, such as hyper personalization, contextual targeting, improved automation, and tracking. Collaboration with marketing, sales, and data science teams will be crucial to develop and launch automated flows based on propensity models and behavioral data.
Customer Base Analysis and Reporting: Responsible for analyzing the customer base, owning customer information, data extraction, and regular tracking of marketing campaign effectiveness. Weekly reporting on key metrics and performance indicators will be part of your responsibilities.
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Monitor and report on Service/Operation Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
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Utilize CPBSS to reconcile discrepancies and ensure accurate payouts according to contracts
Oversee the Concur system to review and approve claims, generate reports, and manage follow-up on credit card payments, including coordination with UOB.
Educate internal party on use of Concur / CPBSS
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Support management of overall deal process including internal approval processes, and executive meetings/discussions e.g. setting up of meetings, preparation of materials, agenda/logistics planning
Contribute to identification of key industry trends and support various strategy related work pertaining to DC sustainability, innovation and industry bench-marking.
Bachelor’s degree in business, Finance, Economics, or a related field.
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