Membership Operations Lead

7 days ago

Singapore beBeeLeadership Full time $30,000 - $50,000
Membership Operations Lead

We are seeking a dynamic and detail-oriented Membership Operations Lead to oversee the daily operations of our membership programs.

Key Responsibilities:
  • Manage the overall effectiveness of membership operations, ensuring seamless delivery of services to members.
  • Cover Membership operations as needed due to manpower shortages, providing backup support to ensure continuity.
  • Ensure adequate manpower deployment for daily operations, particularly during public holidays and peak periods.
  • Recruit part-time/contract staff for peak days and periods, including interns, to meet operational demands.
  • Support the performance appraisal of Membership FT/Contract staff, fostering growth and development within the team.
  • Assist in HR-related matters for operations team, providing expert guidance and advice.
  • Conduct refresher training sessions for all new and existing staff periodically, enhancing knowledge and skills.
  • Support and conduct onsite and online UAT for new PLUs, ensuring smooth integration.
  • Verify Online Refund Requests, acting as first point of contact for member inquiries.
  • Maintain and update Membership Operation SOPs, recommending changes as required to improve efficiency.
  • Investigate feedback from members/guests received onsite and online pertaining to Membership Operations and staff service delivery.
  • Communicate new membership initiatives and promotions to Membership Operations team through Administrative Instructions or emails.
  • Handle onsite requests/enquiries (e.g. Extension of caretaker voucher, Conversion to annual membership, etc).
  • Generate ideas for enhancing member or guest experience at Membership & Experiences centres.
  • Prepare monthly OT records for checking and update Overtime records in AAS for approval.
  • Submit Return/Void & Service Recovery Report monthly and quarterly for review.
  • Prepare monthly Feedback reports for review, ensuring continuous improvement.
  • Attend promotions/campaigns AI briefings, staying informed on industry trends.

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