Assistant Manager, Membership Operations

4 weeks ago

Singapur, Singapore Mandai Wildlife Group Full time

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renowned wildlife parks connecting visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, integrating five wildlife parks with distinctive nature-based experiences, green public spaces, and an eco-friendly resort.

Main Duties and Responsibilities
  1. Overall in charge of daily Membership Operations.
  2. Cover Membership operations as MEC IC, if needed, due to manpower shortages.
  3. Oversee monthly roster and ensure sufficient manpower deployment for daily operations, especially on public holidays and peak periods.
  4. Recruit PT/Contract staff for peak days and periods, including interns.
  5. Support performance appraisal for Membership FT/Contract staff.
  6. Assist in HR-related matters for the operations team.
  7. Conduct refresher training sessions periodically for all staff.
  8. Assist and conduct onsite and online UAT for new PLUs.
  9. Verify online refund requests as the first verifier.
  10. Maintain and update Membership Operation SOPs, recommending changes if needed.
  11. Investigate feedback from members and guests received onsite and online regarding Membership Operations and staff service.
  12. Communicate new membership initiatives and promotions to the team via Administrative Instructions or emails.
  13. Handle onsite requests/enquiries such as extension of caretaker vouchers or conversion to annual membership.
  14. Generate ideas to enhance member or guest experience at Membership & Experiences centres.
  15. Prepare monthly OT records and update overtime in AAS for approval.
  16. Submit Return/Void & Service Recovery reports monthly and quarterly.
  17. Prepare monthly feedback reports for review.
  18. Attend promotion/campaign briefings.
  19. Perform any other duties as assigned.
Requirements
  1. Degree in Marketing, Communications, Business, or equivalent.
  2. Preferably 4-5 years of relevant experience in service, tourism, or integrated resorts industry.
  3. Excellent communication and written skills.
  4. Dynamic team player with a positive attitude.
  5. Self-motivated, resourceful, customer-oriented, and meticulous.
  6. Experience in customer service, guest experience, or contact centre is advantageous.
  7. Ability to thrive in a fast-paced environment, multi-task, and meet deadlines.
  8. Proficient in Microsoft Office, Galaxy, and CRM+ systems.
  9. Willing to travel to different locations.
  10. Able to work on weekdays, weekends, and public holidays.
Seniority level

Mid-Senior level

Employment type

Contract

Job function

Other

Industries

Travel Arrangements

This job is active and accepting applications.

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