Executive, Guest Relations and Membership (2-year renewable contract)

Guest Experience

• Oversee daily performance of call centre.
• Respond to escalated guest queries, feedback, and complaints.
• Work with other units on investigation and resolution.
• Conduct quality audits on calls and emails.
• Prepare monthly reports and trends.
• Monitor and report trending of customer reviews on social platforms as part of brand guardianship.
• Assist in managing outsourced service partners (CSA, valet)
• Review and upkeep of SOP and manuals.
• Crisis management experience will be an added advantage.
• Any other ad hoc tasks.

Membership

• Partner with business stakeholders to create, design and drive the Loyalty and CRM strategy roadmap.
• Responsible for end-to-end Membership Marketing.
• Achieve Membership engagement, revenue and retention targets.

Requirements:

• Diploma/Degree with 3-4 years of relevant work experience in customer service and loyalty programs, with a strong focus on customer centricity and service orientation.
• Team player and ability to multitask and work in a fast-paced environment with tight deadlines.
• Proficient in MS suite of products in preparing reports.
• Excellent communication and interpersonal skills.
• Strong attention to detail and in ensuring prompt follow up in accordance with SOP.