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Membership Operations Manager
3 weeks ago
Mandai Wildlife Group is the steward of a unique wildlife and nature destination in Singapore.
Key Responsibilities- Overall responsibility for daily Membership Operations.
- Cover Membership operations as MEC IC, if necessary, due to manpower shortage.
- Oversight of monthly roster to ensure sufficient manpower deployment for daily operations, especially during public holidays and peak periods.
- Recruitment of part-time/contract staff for peak days and peak periods, including interns.
- Support for Membership full-time/contract staff performance appraisal.
- Assistance with HR-related matters for operations team.
- Conduct of refresher training sessions for all new and existing staff periodically.
- Assistance and conduct of onsite and online user acceptance testing for new products or services.
- Act as first verifier for online refund requests.
- Uptake and recommendation of changes to Membership Operation standard operating procedures.
- Investigation of feedbacks from members/guests received onsite and online pertaining to Membership Operations and staff service deliverance.
- Communication of new membership initiatives and promotions to Membership Operations team.
- Handling of onsite requests/enquiries (e.g. Extension of caretaker voucher, Conversion to annual membership & etc).
- Generation of ideas for enhancing member or guest experience at Membership & Experiences centres.
- Degree in Marketing, Communications, Business or equivalent.
- Preferably 4-5 years of relevant experience in the service/tourism and integrated resorts industry.
- Excellent communication and written skills.
- Dynamic team player with positive attitude.
- Self-motivated, resourceful, customer-oriented and meticulous.
- Customer service/Guest experience/Contact centre an advantage.
- Thrives in fast-paced environment, with ability to multi-task and meet tight deadlines.
- Proficient in Microsoft Office applications and Galaxy system.
- Willing to travel to different locations.
- Able to work on weekdays, weekends and public holidays.
