Manager, Cust Relations & Comm Engt

Responsibilities

• Monitor daily feedback, ensure timely follow up and investigation in accordance with the authorities’ KPI
• Execute the delivery of weekly and monthly management reports
• Conduct surveys, mystery audits and feedback analysis on commuters’ experience
• Implement Service training programmes for frontline staff
• Lead and develop inclusive and caring commuting programme and touchpoint enhancement
• Add vibrancy and rejuvenate our premises
• Lead and organise educational and outreach programmes in collaboration with government agencies, community and grassroots and social service agencies to foster stronger connections
• Amplify service efforts using various mediums on different platforms
• Participate in service improvement sessions with the Business Units or other departments as part of a Task Force or committee in making recommendations
• Supervise team performance through regular reviews, constant coaching and feedback sessions
• Contribute to corporate projects and other assignments when required by Management
• Undertake any other duties or projects as and when assigned.

Skills

• Required skill(s): MS Office.

Qualifications & Work Experience

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree in Mass Communications, Marketing or equivalent.
• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably specializing in Marketing/Business Development, Public Relations/ Communications or equivalent.