Assistant Manager, Customer Engagement

About the role

Singapore Pools, a not-for-profit organisation established in 1968 to provide safe and trusted betting against illegal gambling, is hiring an Assistant Manager, Customer Engagement. Reporting to the Deputy Director, the role manages customer engagement by defining and executing physical and digital programmes that retain customer groups and divert them from illegal operators to Singapore Pools.

Key responsibilities

• Plan, execute and deliver customer-focused projects within scope, timeline and budget, including project plans, timelines and resource allocation.
• Monitor progress, identify risks and mitigate issues, and report status, milestones and key metrics to stakeholders.
• Collaborate with cross-functional teams to build roadmaps, gather requirements, prioritise tasks and reach consensus on objectives.
• Influence decisions with data-driven insights, user feedback and business cases.
• Widen the conversion funnel to grow ready-to-bet Singapore Pools Account (SPA) customers and project SPA growth quarterly to support budget planning.
• Set up on-the-ground engagement with service and manage the Customer Experience Officer (CXO) initiative, including recruitment, training, processes and deployment oversight.
• Analyse CXO sign-ups and engagements, organise team knowledge-sharing sessions and run in-house or external training for the CXO team.

Required profile

• Degree-qualified with at least 6-8 years of experience in customer-related functions.
• Experience with project planning, execution, retail marketing or communication campaigns across print and digital platforms.
• Proven project, vendor and stakeholder management experience.
• Strategic thinker interested in consumer behaviour, able to handle conflicting deadlines and pressures.

Required skills

• Microsoft Office (Word, Excel, PowerPoint).

What we offer

• A comprehensive total rewards package.
• Health and wellness benefits.
• Continuous learning and upskilling opportunities.
• Volunteerism and community initiatives.