Responsibilities
Strategy & Program Management
- Develop and manage the end-to-end member privileges framework, including lifestyle, travel, and experiential benefits.
- Identify opportunities to enhance member happiness by leveraging customer insights, data analytics, and market trends.
- Liaising with Commercial, Growth and Merchant Operation Department to build, maintain and enhance partnerships with airlines, hotels, lifestyle brands, financial service providers and other service providers to expand member benefits.
- Measure KPIs and ROI, and report on engagement, satisfaction, and retention metrics.
Member Experience & Engagement
- Ensure member privileges are seamlessly delivered across touchpoints (digital, in-person, partner channels).
- Design and launch initiatives that delight members beyond transactional benefits — e.g., surprise-and-delight rewards, exclusive events, and recognition programs.
- Create customer-centric policies and ensure consistent service delivery
- Act as the voice of the members internally, championing improvements in service quality and overall experience.
- Monitor customer feedback, reviews, and support metrics to identify trends and areas for improvement
- Build and maintain customer support processes, workflows, and best practices
- Track and report on key performance indicators (KPIs) such as CSAT, NPS, retention rates and resolution time & support quality
Innovation & Continuous Improvement
- Introduce new concepts such as gamification, wellness perks, sustainability rewards, and personalized benefits.
- Stay up to date on global best practices in loyalty, customer experience, and engagement.
- Work cross-functionally with Marketing, Product, Partnerships, and Operations teams to deliver integrated member experiences.
Others & Ad-hoc
- Coordinate with other departments and manage external vendors to deliver programs effectively.
- Train frontline teams on how to deliver member privileges with consistency and empathy.
- All other ad hoc work assigned as required from time to time.
Qualifications
- Degree in Business, Marketing, Hospitality, or related field; MBA a plus.
- 6+ years of experience in loyalty programs, customer experience, or partnerships management.
- Strong understanding of customer journey design and engagement strategies.
- Experience with customer support tools (e.g., CRM systems, helpdesk platforms)
- Ability to analyze customer data and translate insights into action
- Proven track record in partner negotiations, program design, and ROI measurement.
- Excellent communication and relationship management skills.
- Creative thinker with a passion for delivering happiness and building emotional loyalty.
- Agile and ability to thrive in a demanding, change oriented, fast-paced environment requiring a high degree of deadline driven productivity and manage well through ambiguity and complexity.
- Numbers-savvy, proactive and possessing a positive attitude.
- Must be meticulous and have an eye for detail in all aspects of work.
- Must be a team player and able to work independently.
- Self-motivated with a strong sense of ownership and accountability for tasks and people.
- Innovative and retain fresh thinking with a passion for solving problems and an ability to inspire others
- High level of creativity and experience doing independent research.
- Strong project management skills to execute special projects and strategic initiatives
- Work with speed and manage time effectively and meet tight deadlines.
- Must have good command of English.
- Possess strong computer skills in Excel/Google Sheet and PowerPoint/Google Slides. Experience in Google Looker Studio is a plus.
- Good communication skills at all levels within an organisation and can demonstrate excellent report writing skills.
