Membership Experience Manager

5 hours ago

Singapore beBeeMembership Full time $80,000 - $120,000

The successful candidate will be responsible for managing the day-to-day operations of our membership program, ensuring seamless experiences for our visitors.

Main Responsibilities:
  • Lead Membership Operations, guaranteeing a high standard of service.
  • Cover Membership operations as needed, leveraging expertise to drive excellence in customer service and staff performance.
  • Oversight of monthly rosters, ensuring sufficient manpower for peak periods and holidays.
  • Recruit part-time/contract staff for peak days and periods, including interns, to support operational needs and enhance member satisfaction.
  • Contribute to performance appraisals for Membership staff, fostering growth and development through constructive feedback and coaching.
  • Support HR-related matters for the operations team, promoting a positive work environment and adhering to company policies.
  • Develop and deliver refresher training sessions for new and existing staff, enhancing skills and knowledge to improve job performance and efficiency.
  • Verify online refund requests, ensuring member satisfaction and loyalty through prompt resolution of issues.
  • Review and update Membership Operation SOPs, recommending improvements as needed to streamline processes and enhance productivity.
  • Investigate feedback from members and guests, driving service excellence and member satisfaction through continuous improvement initiatives.
  • Communicate new membership initiatives and promotions to the Membership Operations team, ensuring alignment with business objectives and goals.
  • Handle onsite requests and enquiries, providing exceptional member experiences and building strong relationships with customers.
  • Promote ideas to enhance member or guest experiences at Membership & Experiences centres, contributing to the development of innovative solutions and services.
Requirements:
  • Bachelor's degree in Marketing, Communications, Business, or equivalent field.
  • 4-5 years of experience in the service/tourism and integrated resorts industry, with a proven track record of success in customer-facing roles.
  • Excellent communication and written skills, with the ability to effectively articulate ideas and concepts to diverse audiences.
  • Dynamic team player with a positive attitude, able to build strong relationships with colleagues and stakeholders.
  • Self-motivated, resourceful, customer-oriented, and meticulous, with a focus on delivering results and exceeding expectations.
  • Customer service/Guest experience/Contact centre experience an advantage, with proficiency in resolving complex issues and complaints.
  • Thrives in a fast-paced environment, with ability to multi-task and meet deadlines while maintaining attention to detail.
  • Proficient in Microsoft Office applications, Galaxy, and CRM+ system, with ability to learn new technologies quickly.
  • Will travel to different locations, with flexibility to work on weekdays, weekends, and public holidays as required.

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