Assistant Manager, Customer Engagement

Work that powers communities.

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors. 

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association’s Responsible Gaming Framework since 2012. 

Since inception, Singapore Pools’ staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment. 

Job Purpose

Reporting to the Deputy Director, the individual will manage Customer Engagement by defining and execution of physical and digital programmes for customers to drive the retention of customer groups and diversion from illegal operators to Singapore Pools (SPPL). 

What You'll Do

• Plan, execute, and deliver assigned Customer-focused projects within scope, timeline, and budget. 
• Develop project plans, timelines, and resource allocation strategies to ensure project success. 
• Monitor project progress, identify risks, and implement mitigation strategies to address potential roadblocks. 
• Regularly communicate project status updates, milestones, and key metrics to stakeholders. 
• Foster cross-functional collaboration and work with cross-functional teams to develop strategic roadmaps, gather requirements, prioritise tasks, and drive consensus on project objectives. 
• Proactively address stakeholder concerns, resolve conflicts, and foster a collaborative project environment. 
• Influence decision-making processes by presenting data-driven insights, user feedback, and business cases to key stakeholders. 
• Identify gaps, formulate and implement solutions to widen the conversion funnel to achieve more ready-to-bet Singapore Pools Account (SPA) customers. 
• Project SPA ready-to-bet growth on a quarterly basis to aid budget planning. 
• Establish roadmap for on-the-ground engagement with service as a key focus. 
• Manage the Customer Experience Officer (CXO) initiative, from manpower recruitment, training, work processes and ensure deployment oversight to support onboarding of remote customers. 
• Analyse sign-ups and engagements by CXOs with a deeper understanding of the spend and participation of CXO assisted SPA registration. 
• Organise regular sessions where team members can exchange insights, share lessons learned, and discuss best practices. 
• Identify the training needs of the CXO team and close gaps through developing in-house training programme or via external training vendors. 

Who You Are

• Degree-qualified with minimum 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 management, vendor, and stakeholder management experience. 
• A strategic thinker with keen interest in consumer behaviour who is both creative and analytical.  
• Able to work and communicate effectively while managing conflicting deadlines and pressures. 
• Proficient in Microsoft Office applications (Word, Excel, Power Point, etc). 

What We Offer