Membership Operations Manager

3 days ago

Singapore This Is An IT Support Group Full time

Mandai Wildlife Group is a leading wildlife and nature destination in Singapore, home to world-renown wildlife parks that connect visitors to the fascinating world of wildlife.

The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore's Central Catchment Nature Reserve, integrating five wildlife parks with distinctive nature-based experiences, green public spaces, and an eco-friendly resort.

**Job Summary:** We are seeking a highly motivated and experienced Membership Operations Manager to join our team. As a key member of our operations team, you will be responsible for ensuring seamless daily membership operations.

Main Responsibilities:
• Overall in charge of daily Membership Operations
• Cover Membership operations as MEC IC, if in need, due to shortage of manpower
• Oversee monthly roster and ensure manpower deployment suffice for daily operations, especially PHs and peak periods
• Recruit PT/ Contract staff for peak days and peak periods, including interns
• Support Membership FT / Contract staff performance appraisal
• Assist in HR-related matters for operations team
• Conduct refresher training sessions for all new and existing staff periodically
• Assist and conduct onsite and online UAT for new PLUs
• Act as first verifier in verifying Online Refund Requests
• Uphold Membership Operation SOPs and recommend changes if required
• Investigate feedbacks from members/guests received onsite and online pertaining to Membership Operations and staff service deliverance
• 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 idea of enhancing member or guest experience at Membership & Experiences centres
• Prepare monthly OT records for checking and update Overtime records in AAS for approval
• Prepare and submit Return/Void & Service Recovery Report monthly and quarterly for checking
• Prepare monthly Feedback reports for review
• Attend promotions/campaigns AI briefings
• Any other duties as assigned.

Requirements:
• Degree in Marketing, Communications, Business or the equivalent
• Preferably 4-5 years of relevant experience in the service/tourism and/or integrated resorts industry
• Excellent communication and written skills
• Dynamic team player with a positive attitude
• Self-motivated, resourceful, customer-oriented and meticulous
• Customer service/Guest experience/Contact centre will be an advantage
• Thrives in a fast-paced environment, with the ability to multi-task and meet tight deadlines
• Proficient in Microsoft Office applications, Galaxy and CRM+ system
• Willing to travel to different locations
• Able to work on weekdays, weekends and public holidays

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