Assistant Customer Insights Manager (Voice of Customer)

The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels. Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels’ and customer groups’ ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

The Job

You will :

• Coordinate with cross-departmental teams to collect front-line customer feedback; summarize customer feedback and findings with standardized reports
• Assist in developing and monitoring a customer satisfaction score to track customer satisfaction level across the Club
• Track customer advocacy and satisfaction metrics; work closely with other departments to roll out the Voice of Customer solution
• Analyse surveys and research data in order to identify trends and patterns that will inform improvement in customer experience
• Create regular reports and presentations on Voice of Customer findings and customer feedback for management and operational departments
• Prepare findings from customer feedback and surveys to operation departments for continuous improvement in customer experience
• Support in conducting quantitative surveys and focus groups to gather customer feedback, preferences and insights; engage and manage external vendors on research implementation
• Work closely with Business Intelligence and Data Analytics departments to analyse Voice of Customer insights with reference to business performance
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business
• Undertake other duties as assigned by Line Manager

About You

You should have :

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

Enquiries