CUSTOMER ENGAGEMENT OFFICER (CE)

Fresher

Posted 8 hours ago
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Job Description

We are looking for a proactive Customer Engagement Officer who is responsible for supporting merchants to improve their online ordering, QR ordering, CRM, and customer engagement performance. This role works closely with merchants to set up campaigns, optimize digital touchpoints, and ensure each outlet meets Getz's service standards.

KEY RESPONSIBILITIES

1. Onboarding Coordination

Coordinate with internal teams (Product Technical Specialist, Sales, Support) to ensure accurate and timely progress of merchant onboarding projects.
Communicate with and provide support to merchants throughout the project phase, keeping them informed of timelines and next steps.
Track and provide weekly reports on the progress and status of ongoing onboarding projects.
Proactively flag delays or issues arising during installation/training phases (handled by PTS) and coordinate resolution with relevant teams

2. Pre-Launch Digital Commerce Configuration

Handle pre-launch digital commerce configurations for assigned merchants.
Understand merchant goals and provide marketing analysis, recommendations, and targeted campaign proposals.
Support campaign setup, including CRM campaigns, vouchers, remarketing, and customer engagement materials.

3. Project Review Process (Remote)

Coordinate with internal teams (Product Technical Specialist, Sales, Support) to ensure accurate and timely progress of merchant onboarding projects.
Communicate with and provide support to merchants throughout the project phase, keeping them informed of timelines and next steps.
Track and provide weekly reports on the progress and status of ongoing onboarding projects.
Proactively flag delays or issues arising during installation/training phases (handled by PTS) and coordinate resolution with relevant teams.

4. Installation and Deployment Coordination

Coordinate with Product Technical Specialist to ensure accurate and timely progress of merchant site hardware installation
Coordinate with Designers and Product Technical Specialist to ensure accurate and timely progress of merchant site hardware installation

5. Post-Launch Monitoring & Optimization

Coordinate with merchants and internal teams to collect information, resolve issues, and expedite workflow post-launch.
Monitor campaign and outlet performance to help achieve team and organizational goals while following best practices.
Stay current on F&B industry trends, competitor products, and evolving merchant needs to provide insightful recommendations.
Regularly re-engage clients with updates on new features, and untapped potential within their existing Getz solutions, encouraging ongoing use and increasing ROI.

REQUIREMENTS

Good spoken and written English.
Basic knowledge of digital ordering, membership services, customer retention, and remarketing.
Good planning, coordination, and timeline management skills.
Basic data review and results quantification skills.
Able to use AI tools such as GPT for content and simple design support is a plus.
Experience in F&B concepts, customer success, marketing, CRM, or account management is a plus.

OUTSTANDING BENEFIT PROGRAMS