Key Job Responsibilities
Manage Customer Support Function
- Develop, implement, and monitor day-to-day operational CRM systems and processes
- Respond promptly to member and partner inquiries received through phone, social media, email, phone calls, messages and other communication channels, ensuring a professional, courteous, and solution-oriented approach.
- Build and maintain relationships with all functional heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
- Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
- Devise strategies to ensure growth of programme, identifying and implementing process improvements that will maximize output and minimize costs
- Uphold organization policies and standards, ensuring relevant policies and regulations are followed
- Manage relationships with key operations vendors
- Oversee customer related issues and complaints
- Evaluate risk and lead quality assurance efforts
- Mentor and motivate teams to achieve productivity and engagement
- Report on operational performance and suggest improvements
- Assist with all User Acceptance Testing requirements including test case building and testing on devices
- Monitor, Analyse and deliver operations KPIs pertaining to Loyalty operations and customer service functions
Member and Partner Communication
- Respond promptly to member and partner inquiries received through phone, social media, email, phone calls, messages and other communication channels, ensuring a professional, courteous, and solution-oriented approach.
- Provide accurate information about loyalty program benefits, processes, and policies, maintaining a strong knowledge of current promotions, features, and rewards.
- Handle member concerns and escalate unresolved issues to the relevant departments, following established escalation protocols.
Issue Resolution and Service Excellence
- Investigate and resolve member complaints and service issues by identifying the root cause and offering appropriate solutions within agreed timelines.
- Collaborate with internal teams, including IT, marketing, and operations, to ensure that member issues are addressed effectively and in alignment with loyalty program policies.
- Identify common issues and recommend improvements to existing processes or member support services to enhance member satisfaction.
- Assist with all User Acceptance Testing requirements including test case building and testing on devices
Communication and Documentation
- Document all member interactions, complaints, and resolutions using the designated customer relationship management (CRM) system, ensuring accurate and up-to-date records.
- Provide regular feedback to the Loyalty Head on recurring issues, member pain points, and suggestions for service improvement.
- Assist in developing and updating reports, member service materials, FAQs, and knowledge bases to improve the effectiveness of member support.
Engagement and Loyalty Promotion
- Proactively engage with members through targeted communication and outreach initiatives to promote loyalty program participation and utilization.
- Support marketing campaigns and promotions by providing information to members, resolving queries, and encouraging participation.
Education Qualification, Work Experience & Skills
Education & Work Experience
• Degree in Business Administration or related field
• Experience as a Head of Operations or in a similar role
• Experience in loyalty program operations is highly preferred
• Superior knowledge of multiple operational functions and principles
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Experience with budget and business plan development
• Experience in handling popular CRM and loyalty systems
Skills & Personal Attributes
• Excellent organizational and leadership qualities
• Strong working knowledge of customer care management
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Superior negotiation skills in both internal and external settings
• Excellent interpersonal, written and oral communication skills
