Job Description

• Design, develop, and maintain ongoing metrics, analyses, reports and dashboards to drive key business decisions.

• Build innovative tools and platforms to provide business teams with data and insights enabling data-driven decision making throughout the organization.

• Model multidimensional and complex data sets and define the data elements and data structure that the team should leverage to enable analytical capabilities.

• Engage with leadership and diverse business groups to gather requirements and deliver business intelligence solutions.

• Lead cross-functional initiatives, partnering with business stakeholders, product and tech teams to structure complex and ambiguous problems and solve them with data

• Standardize data and report consumption across all internal and external customer groups.

• Respond to ad-hoc requests for business analysis.

You will be responsible for supporting our sales and business expansion efforts. This role has the opportunity to seek, build and nurture strong, positive relationships with customers and leading corporate partners. Your actions directly translate into desired business impact; expanding our network of ELLA, the robotic barista in a profitable and sustainable manner.

The exciting work at Crown Digital includes but is not limited to:

• Establish relationship with customers by delivering excellent customer service

• Build rapport with and follow up with new and existing customers to generate and maximise sales

• Oversee and improve on sales processes on various platforms together with the Marketing team (ie. ELLA app, CRM etc.)

• Manage corporate level and partner sales opportunities

• Coordinate/ manage enquiries, specifications, drawings and other details

• Provide costing on proposed solutions according to customer requirements within the stipulated budget; prepare quotation together with the scope of supply on technical specification

• Conduct negotiations on delivery, payment and other necessary conditions with clients

• Establish new partnerships, building rapport and improve sales of ELLA island- wide

• Work with management to create and implement sales strategies and policies to develop business in the respective markets

• Self-monitoring and reporting of sales development, sales volume, and invoicing, gross margin and forecast figures

• Gather competitor intelligence and take appropriate market actions in consultation with management

• Collaborate with the Operations team to define and resolve possible deployment challenges relating to real estate, facility management, logistics, utilities etc.

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include recording and resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with helpdesk software.

You also communicate with internal teams in order to represent the voice of the customer and help guide features and improvement developments.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat

• Identify customer needs and help customers use specific features

• Perform remote actions in order to resolve customer facing issues

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Assist in training junior Customer Support Representatives

• Provide end-to-end legal support to business teams, including the assessment of legal risks

• Manage accurate and timely counsel on legal topics relating to NDA’s, Sales Agreements, Purchase Contracts, Franchise Agreements and Master Agreements

• Draft and review contracts, agreements, and other legal documents

• Assist and support projects, including MOUs, NDAs, Cooperation Agreements and negotiation preparation

• Interaction with external vendors or consultants as a member of project working groups

• Maintain contract administration for contracts under negotiation and signed contracts

• Handling general corporate governance matters by drafting, reviewing, and amending internal legal, compliance and governance policies

• Perform and conduct legal rules and regulations review, cascade findings to team, identify and implement appropriate mechanisms in support of expansion in business operations beyond present set of jurisdiction

• Working together with internal stakeholders to support the implementation of internal initiatives, and ensure compliance with laws & regulations and internal rules/policies related

• Managing the Corporate Secretarial function for the including the filing of all necessary documents with Government authorities

• Managing external Corporate counsels including those from foreign law firms

• Ensure robust risk management and Risk and Compliance function

• Contribute in designing, building and maintaining, a web kiosk and web app platform from a devOps perspective.

• Own the practice and help in creating the devOps culture at Crown Digital 

• The scope of work covers ELLA and App

• Creating a product road map

• Managing the product backlog and prioritizing them based on changing requirements

• Overseeing all stages of product creation including design and development

• Developing user stories

• Monitoring and evaluating product progress at each stage of the process

• Participating in Scrum meetings and product sprints

• Translate product strategy into detailed requirements and document for prototype construction and final product development by engineering teams

• Collaborate closely with engineering, production, marketing, and sales teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization

• Work both on standard product line and POC/MVP project scope

• Manage information technology and computer systems

• Plan, organize, control and evaluate IT and electronic data operations

• Design, develop, implement and coordinate systems, policies and procedures

• Ensure security of data, network access and backup systems

• Act in alignment with user needs and system functionality to contribute to organizational policy

• Identify problematic areas and implement strategic solutions in time

• Audit systems and assess their outcomes

• Preserve assets, information security and control structures

• Handle annual budget and ensure cost effectiveness

• Work in tandem with Tech and R&D Department on their project needs, including IT equipment and software solution for local, remote and cloud base operations

• Support Management team on ad-hoc IT related requests

• Properly perform fulfilment task & replenish inventory according to each ELLA unit's needs

• Travel around ELLA sites to perform on-site tasks and dutites promptly

• Be assigned to service ELLAs allocated by the Company

• Ensure proper storage system and maintain good housekeeping

• Perform basic data entry into inventory system

• Efficiently carrying out the daily on-site action plan according to timeline

• Maintain high standard of cleanliness and hygiene while on duty

• Do basic ordering for fulfilment needs of consumables & disposables

• Ensure compliance with SFA and WSH regulation

You will be able to...

• Acquire knowledge of Company main products

• Driven to accomplish daily & weekly tasks

• Undergo training to perform assigned tasks well

• Complete all trainings and acquire the knowledge and skills to perform independently

Roles & Responsibilities

• Distribute promotional materials, flyers, product samples, brochures

• Promote ongoing information on Ella specialty, special offers, specialty coffee

• Create connection with coffee lovers thru social app

• Introducing and educating Ella to the walk-in customers

• Providing highest level of customer service

• On site customer engagement, upsell & introduce seasonal coffee

• Dual role as the sales representative by selling Coffee each day with target

• Support on Ella Fulfilment & Maintenance Task on site

• Promoting brand, sales and marketing programs

• Having utmost expertise in the CRM software, preferably Hubspot

• The ability to help figure out how to better integrate the CRM with internal legacy platforms

• The skill to resolve technical CRM issues, including responding to customization requests

• Setting and implementing a CRM marketing communications plan to optimize business growth, profitability, customer experience and customer life cycle

• Continually improving our customer experience and communication based on insights, KPI’s and sales performance

• Handling direct customer communication through eDMs and app notifications

• Set up automated communication journeys, including customer segmentation, dynamic content, email deployment scheduling and trigger email notification, based on customer insights

• Partner with stakeholders to execute overall strategy

• Develop and enhance customer and lead nurturing programs, including welcome, cross/upselling, advocacy and drive retention

• Developing CRM programmes through the seasons (birthdays, anniversaries, first-es) to ensure retention

• Managing timeline for a successful end-to-end project delivery to clients for Ella, the Robotic Barista

• Hands-on robotic programming, system integration, implementation of new projects and maintenance of

• Ella, The Robotic Baristas

• Being proactive and able to anticipate imminent challenges by providing solutions to achieve successfulproject delivery

• Carry out technical presentations and preparation of detailed reports for all projects

• Working with management and development teams to ideate software solutions

• Developing and managing well-functioning database and applications

• Writing effective APIs

• Testing software to ensure responsiveness and efficiency

• Troubleshooting, debugging and upgrading of software

• Creating security and data protection settings

• Working with UI/UX designer to build features and applications with a mobile responsive design

• Writing technical documentations