Executive, Loyalty Program

Executive, Loyalty Program – Member Services Operations
Executive, Loyalty Program – Member Services Operations
We are seeking a passionate, proactive, and service-oriented Loyalty Service Operations Executive with a strong hospitality character to join our team. The ideal candidate must be confident in handling guest enquiries (front-facing or via calls/emails/chats), resolving issues effectively, and managing challenging situations with professionalism, empathy, and composure. This role may also require front-facing deployment at guest touchpoints such as service counters and pop-up booths during key programme initiatives and activations. Strong communication, problem-solving, and interpersonal skills are essential for ensuring a seamless and positive guest experience.
Key Responsibilities

• Handle and resolve loyalty programme enquiries and complaints promptly and professionally across all guest touchpoints (including in-person, via email, live chat or other omnichannel platforms), ensuring positive outcomes in line with service recovery protocols.
• 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.
• Support loyalty programme operations, including fulfilment, reporting/documentation and campaign execution as required.

Required Qualifications

• 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.

Required Skills

• Demonstrates a 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.
• Possesses a high level of accountability in managing service deliverables and ensuring enquiries, feedback and disputes are addressed within the defined SLAs.
• Proficient in Microsoft Office Tools (Word, Excel, Outlook); familiarity with loyalty/CRM systems and case management tools preferred.
• Willing to work on a rotating shift schedule, including weekends, evenings and public holidays.

Seniority level
Seniority level Executive
Employment type
Employment type Full-time
Job function
Job function Customer Service
Industries Hospitality
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