This role combines service excellence and product development. You will help set service standards across all customer-facing touchpoints, while also supporting the design and launch of new digital and on-ground guest initiatives. From ticket purchase to arrival and wayfinding, from premium experiences to post-event engagement, your work will ensure every interaction is seamless, insight-driven and memorable.
Roles and Responsibilities
Service Standards and Excellence
- Develop and implement service protocols, playbooks and benchmarks that can scale across diverse event formats
- Audit service delivery against world-class standards and introduce improvements that raise guest satisfaction
- Track KPIs including CSAT, NPS and RNPS to ensure
Product and Experience Development
- Contribute to the design and rollout of new guest-facing products including premium seating, mobile-first experiences and bundled packages
- Pilot and test innovations that improve arrival, wayfinding, service recovery and hospitality offerings
- Research best practices from leading global venues and adapt them to strengthen the Sports Hub's offering
CRM and Data Insights
- Support CRM adoption across service teams and ensure guest insights are systematically captured
- Train service staff to use CRM tools to personalize interactions and resolve issues quickly
- Partner with CX intelligence teams to turn guest data into actionable improvements
Training and Capability Building
- Assist in designing training programs modeled on global hospitality and live entertainment standards
- Support change management during new system implementations or product launches
- Build a culture of guest-first thinking and continuous improvement across teams
Stakeholder and Event Coordination
- Coordinate across operations, marketing, technology, events and external vendors to ensure end-to-end guest journeys are smooth
- Partner with event organizers and promoters to align service standards with guest expectations
- Translate guest and staff feedback into clear, actionable recommendations
What Success Looks Like
- Guests experience seamless journeys across all touchpoints with reduced friction at entry, service and exit
- Service playbooks and SOPs are consistently applied across all venues and events
- New guest-facing products and experiences are launched successfully and embraced by fans and visitors
- CRM is fully embedded, generating insights that shape service delivery and guest loyalty
- Frontline teams deliver service with confidence, pride and professionalism
- Guest satisfaction and loyalty metrics show continuous, measurable uplift
Requirements
- Bachelor's degree in any field or equivalent
- Minimum 5 years of experience in service excellence or related role
- Strong knowledge of customer experience metrics (CSAT, NPS, RNPS) and service benchmarking
- Strong team player with experience coordinating across functions
- Experience using CRM systems and guest feedback tools
- Excellent communication and coordination skills
- Able to manage projects and support training programs
Information
- If you are facing issues submitting your application through LinkedIn, please email us your resume at [Confidential Information] with the job title. Only shortlisted candidates will be notified.
- The level of appointment will depend on the qualifications and experience of the candidate.
- For more information on Kallang Alive Sport Management, refer to www.sportshub.com.sg
