Membership Operations Manager

2 weeks ago

Singapore beBeeMembership Full time $60,000 - $80,000
Membership Operations Professional

We are seeking a highly skilled and experienced Membership Operations Professional to join our team. As a key member of our operations staff, you will be responsible for ensuring the smooth day-to-day operation of our membership services.

Key Responsibilities:
  • Daily Operations: Oversee the daily management of membership operations, ensuring all tasks are completed efficiently and effectively.
  • Coverage: Provide coverage for Membership Operations as needed, including covering shifts during periods of staff shortage.
  • Rostering: Ensure that staffing levels are adequate to meet operational needs, particularly during peak periods and public holidays.
  • Talent Acquisition: Recruit part-time and contract staff as required, including interns, to support membership operations during peak periods.
  • Performance Management: Support the performance appraisal process for Membership Full-Time and Contract staff.
  • HR Support: Assist with HR-related matters affecting the operations team.
  • Training: Conduct refresher training sessions for new and existing staff on an ongoing basis.
  • UAT: Assist in conducting onsite and online User Acceptance Testing (UAT) for new PLUs.
  • Refund Requests: Act as the first verifier for online refund requests.
  • SOPs: Maintain and update Membership Operation Standard Operating Procedures (SOPs), recommending changes as necessary.
  • Feedback: Investigate feedback from members and guests regarding membership operations and staff service delivery.
  • Communication: Communicate new membership initiatives and promotions to the Membership Operations team through administrative instructions or emails.
  • Onsite Requests: Handle onsite requests and enquiries, such as extensions of caretaker vouchers or conversions to annual memberships.
  • Member Experience: Generate ideas for enhancing member or guest experience at Membership & Experiences centres.
  • Reporting: Prepare monthly overtime records for checking and updating overtime records in AAS for approval.
  • Return/ Void & Service Recovery Report: Prepare and submit return/void and service recovery reports monthly and quarterly for review.
  • Feedback Reports: Prepare monthly feedback reports for review.
  • Ai Briefings: Attend promotions/campaigns AI briefings.
Requirements:
  • Qualifications: Degree in Marketing, Communications, Business, or equivalent.
  • Experience: 4-5 years of relevant experience in the service/tourism and/or integrated resorts industry.
  • Skills: Excellent communication and written skills, dynamic team player with a positive attitude, self-motivated, resourceful, customer-oriented, meticulous, proficient in Microsoft Office applications, Galaxy, and CRM+ system.
  • Flexibility: Willing to travel to different locations, able to work on weekdays, weekends, and public holidays.

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