Job Description:  

• Support customer feedback analytics and reporting for regional stakeholders and meetings 

• Assist in administering global staff recognition programmes in collaboration with HR partners across regions 

• Contribute to the planning, development, and execution of internal engagement campaigns (e.g., Culture Week, Moments Week) to strengthen service culture and employee experience 

• Review and update guest feedback handling standards, guidelines, and best practices 

• Manage and respond to customer feedback across platforms, including Customer Relations mailbox, ECMS, and social media channels 

• Provide user and administrative support for systems such as Enterprise Case Management System (ECMS), Guest Satisfaction Survey tools, and Shiji ReviewPro 

• Leverage Gen AI tools to enhance reporting, content creation, campaign ideation, and operational efficiency 

• Support ad hoc projects and cross-functional initiatives as assigned 

Job Requirements 

• Currently pursuing a Diploma or Degree in Marketing, Communications, Hospitality, Social Sciences, or a related field 

• Strong interest in customer experience, service culture, and employee engagement 

• Comfortable working with data, numbers, and basic analytics 

• Excellent written and verbal communication skills in English; additional languages (e.g., Chinese) are a plus, but not mandatory 

• Strong organisational skills with attention to detail 

• Able to multitask and thrive in a fast-paced environment 

• Proactive, collaborative, and able to work both independently and in a team 

• Familiarity with Microsoft Office Suite (Excel, PowerPoint, SharePoint), and basic design/content tools (e.g., Canva, video editing)