Marketing Executive (CRM & Customer Service)

Customer Service Operations & Experience

• Manage end-to-end customer enquiries across email, web and WhatsApp prior to CS AI agent implementation.

• Respond and resolve customer enquiries, complaints and escalations in a timely manner based on the severity of the cases.

• Coordinate with internal departments and external partners to resolve customer issues and manage escalations

• Maintain accurate reports and records, manage escalations and ensure compliance with service standards.

• Identify recurring issues and recommend improvements to enhance customer satisfaction and service efficiency.

• Compile and consolidate monthly Quality Service Management (QSM) data across all Shilla stores at Changi Airport, ensuring accurate and timely data entry, reporting and record-keeping.

• Maintain weekly communication and coordination with Changi Airport Group (CAG) on customer service matters

• Support the maintenance and optimization of salesforce customer service platform

• Assist in implementing and optimizing AI-powered customer service agents for 24/7 enquiry handling.

• Maintain FAQs, knowledge bases and response templates to ensure accurate and consistent responses.

• Monitor AI performance and coordinate improvements with IT and relevant stakeholders.

• Ensure effective escalation processes for complex enquiries and identify opportunities for automation and service efficiency.

Shilla Loyalty Programs

Airport Pass Holders and Travelers

• Lead and execute CRM campaign planning and execution to drive customer engagement, retention and repeat purchases.

• Execute customer communications across email, SMS, WhatsApp and other CRM channels.

• Manage customer segmentation, targeting and database maintenance.

• Coordinate campaign mechanics and customer communications with internal teams and partners.

• Monitor campaign performance, update monthly reports and recommend improvements to engagement and conversion.

• Ensure compliance with data protection requirements and internal policies.

• Support the Marketing Manager in developing the traveler App.

Manage Corporate Accounts

• Monitor feedback and comments on Shilla’s platform

• Ensure promotions are updated on both Shilla’s corporate site and Linkedin channels

Shilla Initiatives

·       Support Manager to work with agency during campaigns

·       Oversee drafting of press releases, media drops

·       Facilitate press release approvals with HQ, management and partners

·       To perform ad-hoc duties as per assigned

Requirements

• Diploma or degree in Marketing, Business, Communications or a related field.

• 3–5 years of experience in CRM, customer service or e-commerce.

• Experience in CRM platforms, campaign execution and performance reporting; Salesforce knowledge is an advantage.

• Proficient in Microsoft Office, particularly Excel and PowerPoint.

• Proficient in written and spoken English and Chinese

• Customer-centric mindset with strong service recovery skills.

• Good organizational skills, attention to detail and analytical abilities.

• Effective stakeholder management and communication skills.

• Adaptability to new technologies, automation and AI-enabled solutions.