Customer Experience, Senior Support (4 Months Contract) (singapore)

DHL Customer Solutions & Innovation (CSI)

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent the world over. We provide challenges and opportunities for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

DHL's Customer Solutions & Innovation (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL's largest global customers. Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.

This is a 4-month contract position

Key Responsibilities

Day-to-Day Event Request & Handling

• Ensure timely and effective response to event requests from internal DPDHL teams and visiting delegations
• Oversee booking of events in the event management tool Skedulo, and ensure follow-up with event requestor and align/support if needed
• Coordinate the practical event organization: Incitation, registration, badging, meeting room set-up, catering orders, special services, focusing on high-quality service delivery to internal and external audiences
• Own weekly event meeting by collecting all event information from central booking tool, validate open questions with team
• Ensure timely information of all relevant parties on upcoming events and keep overview for operations team up to date at all times

Management of Events

• Execute and control (innovation) events in the innovation center or virtual; steer efforts, vendors and internal parties and ensure flawless execution
• Responsible for management of an event, end-to-end, or own selected work streams within a larger project organization

Overall Event Logistics

• Negotiate vendor agreements and ensure cost effectiveness, quality standards and legal requirements are met
• Catering (Food & Beverage) Management - analyze requirements, develop catering options and proposal, steer implementation, sign off on BOEs
• Exhibition planning and executing for large conferences: determine layout, # of exhibitors, booth setup; liaise with internal and external partners to sign up exhibitors; be point of contact

Overall Event Operations

• Prepare and initiate invitation and registration management including communications plan for customers, internals and vendors
• Determine branding and collateral needs, work with graphic support & agencies on developing and printing relevant material

Event Pipeline

• Own management & regular reporting of event pipeline (weekly & monthly)
• Responsibility for compliant booking process and and high data quality (customer name, event date etc.)

Building and Enhancing Event Mgt Function, Processes and Tools

• Leverage best practices and resources
• Provide continuity in terms of customer experience and quality across all events. Provide value and cost savings while utilizing the best quality and type of production elements
• Prepare event budget
• Track execution and ensure adherence to approved budget
• Manage projects of varying degrees of complexity from small regional events to large global conferences
• Ongoing management of external resources & suppliers
• Develop new event & briefing formats in collaboration with customer engagement team
• Proactively use customer feedback to drive optimization
• Regular screening of markets on latest event trends and pro-active suggestions on improvement measures
• Act as the expert on tool application for virtual formats
• Development & regular updates of SOPs

Requirements:

• At least 2-3 years of experience
• Strong customer focus
• Strong organizational skills and meticulous
• Result-driven attitude
• Strong communicator and relationship builder
• Strong team player and "hands-on" approach
• Strong Microsoft office skills
• Advanced project management skills
• Detailed oriented
• Quick learner
• High level of flexibility
• Willingness to work weekends occasionally