Job Description
Duties and 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.