
Customer Experience Operations Manager
1 week ago
We are seeking a dedicated and passionate professional to lead our Loyalty Program Member Services Operations team. As an Executive, you will be responsible for handling guest enquiries, resolving issues effectively, and managing challenging situations with professionalism and empathy.
Key Responsibilities:- Handle and resolve loyalty programme enquiries and complaints promptly and professionally across all guest touchpoints
- Ensure all enquiries, feedback, disputes and complaints received are responded to and resolved with the defined Service Level Agreement
- Maintain a strong understanding of programme mechanics, FAQs, and Standard Operating Procedures to deliver consistent information and service
- Coordinate with internal departments and stakeholders to resolve complex cases, track progress, and ensure service recovery actions are completed
- Support setup and daily operations of pop-up counters, serving as the first point of contact during loyalty programme events and campaigns
- Handle challenging guest interactions with professionalism, empathy, and effective conflict resolution to ensure satisfaction
- Assist in tracking and identifying recurring issues to support continuous improvement in programme delivery and guest experience
- Diploma or Degree in Business, Operations Management, Hospitality, or related field
- Minimum 1-3 years of experience in customer-facing and hospitality and operations roles, preferably within loyalty programmes
- Strong mindset for service excellence, professionalism, and ownership in handling guest interactions and resolving issues
- Proven ability to lead day-to-day operations
- Confident and articulate communicator with the ability to engage customers across multiple touch points
- Committed to delivering high standards of service with consistency, accuracy and attention to detail
- Accountable in managing service deliverables and ensuring enquiries, feedback and disputes are addressed within the defined SLAs
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