Loyalty Operations Manager

BASIC FUNCTION:

Multiple facets of business operations including customer enrolment process, data quality from PMS, Process documentation, Property training, customer problem handling, eVoucher platform and management, redemption management process, and other administrative work. This requires interaction with third parties and internal departments and including other any loyalty initiatives.

DUTIES AND RESPONSIBILITIES:

1. Implements and manages loyalty back-office process which are redemption, property's reimbursement, property's training, customer's complaints, loyalty campaign implementation, solving on any data capture issues, and new loyalty functionality initiatives.
2. Support property's enquiry and issues, training, reimbursement, and any other initiatives that need to implement.
3. Coordinating with The1 department on integration, and other operational issues.
4. Coordinating with loyalty partners to implement new offers/ operational alignment.
5. Manage user access requested by property on CRM & Loyalty systems.
6. Coordinating with property's operations to align business processes and any compliance such as GDPR and PDPA including any other compliance that could occur.
7. Identify and develop where the concerned CRM Operation areas that need to be improved.
8. Develop role out plans and training programs to introduce new properties joining CHR network to the program.
9. Work with appointed creative/internal departments to deliver a fresh approach to launch materials and on-going communication collaterals and all guests direct communications.
10. Develop and implement marketing techniques, and promotional events that will drive new as well as prospective customers.

CRITERIA

1. At least 10 years of experience in CRM, customer handling, and loyalty-program management
2. Experience with CRM and loyalty programs in hotels and hospitality industries.
3. Ability to manage multiple deadline-oriented projects concurrently and thrive in a fast-paced environment.
4. Good command of English language, both spoken and written
5. Experience with tracking, reporting and monitoring KPI's.
6. High energy, ability to remain focused on goals, works independently and ability to handle complexity and work effectively.
7. Team player with ability to create relationships and work effectively across functions.
8. Strong communications skills which enable others to understand complex specialist terminology relating to CRM technology solutions.
9. Interpersonal skill and negotiation skill are needed.
10. Strong administrative skills, along with excellent communication and attention to detail.