Loyalty Operations Specialist

RedotPay; Hong Kong; Presencial; HKD 240.000 - 420.000; Jornada completa

Descripción de la vacante

RedotPay group is seeking a hands-on Membership/Loyalty Operations Specialist to understand member needs and develop compelling plans. You will own day-to-day membership operations, turning feedback into improvements, and work with Product, Marketing, BD, and Support to build a program driving activation and renewal.

You will expand benefits, manage partner delivery, resolve escalations, and monitor performance metrics to optimize the member journey across channels.

Formación

• Bachelor’s degree or above with 3–5 years in membership operations, loyalty programs or related fields.
• Hands-on experience developing or improving membership plans and benefits.
• Experience sourcing or managing merchant partnerships and benefit launches.
• Ability to translate member feedback into practical operational initiatives.
• Experience handling customer escalations and coordinating cross-team solutions.
• Ability to analyze membership data and measure impact of changes.
• Strong communication and project execution skills, with independent drive.
• Comfortable using spreadsheets, CRM, analytics tools.

Responsabilidades

• Understand member needs by collecting feedback, inquiries, and usage data.
• Develop and refine membership plans and upgrade/renew offers; coordinate implementation.
• Identify and engage merchants/partners; evaluate benefits and launches.
• Ensure benefits are communicated, accessible, and delivered; monitor delivery.
• Own escalated member issues including activation, access, renewals, cancellations.
• Manage daily membership activities and campaigns; keep data and communications current.
• Track activation, usage, engagement, renewals, and resolutions; propose improvements.
• Collaborate with Product and Customer Support to improve member journeys.

Conocimientos

Membership ops

Loyalty programs

Customer engagement

CRM tools

Data analysis

Cross-functional work

Communication

Educación

Bachelor’s degree

Herramientas

CRM systems

SQL (preferred)

Analytics dashboards

Descripción del empleo

RedotPay is a global crypto payment fintech that integrates blockchain solutions into traditional banking and finance infrastructure. Our user-friendly crypto platform empowers millions worldwide to spend and send crypto assets, providing faster, more accessible and inclusive financial services. We are dedicated to advancing financial inclusion for the unbanked and supporting crypto enthusiasts, driving the global adoption of secure and flexible crypto-powered financial solutions. Join us in shaping the future of finance and making a meaningful impact on a global scale.

The Role

We’re looking for a hands‑on Membership/loyalty Operations Specialist to understand member needs, develop compelling membership plans, expand member benefits, and resolve member issues.

You will own day‑to‑day membership operations and turn member feedback and behavioral data into practical improvements. Working closely with Product, Marketing, Business Development, Customer Support, and external partners, you will help build a membership program that delivers clear value and encourages activation, engagement, and renewal.

Responsibilities

• Understand Member Needs: Regularly collect and analyze member feedback, support inquiries, and usage data to identify unmet needs, recurring pain points, and opportunities to improve the membership offering.
• Develop Membership Plans: Propose and refine membership plans, benefit packages, and upgrade or renewal offers based on member needs, usage patterns, and business objectives. Coordinate implementation with relevant teams.
• Expand Member Benefits: Identify and engage suitable merchants and service partners, evaluate potential benefits, and coordinate partnership discussions, onboarding, and benefit launches.
• Manage Benefit Delivery: Ensure member benefits are clearly communicated, accessible, and delivered as promised. Monitor benefit availability, usage, and partner service quality.
• Resolve Member Issues: Take ownership of escalated membership issues, including activation, benefit access, redemption, renewals, cancellations, and refunds. Coordinate with internal teams and partners and follow through to resolution.
• Run Membership Operations: Manage daily membership activities and campaigns, keeping membership information, benefit terms, and member communications accurate and up to date.
• Track and Improve Performance: Monitor activation, benefit usage, engagement, renewal, cancellation, and issue‑resolution metrics. Recommend and implement improvements based on findings.
• Drive Cross‑functional Improvements: Work with Product and Customer Support to address recurring problems, improve member journeys, and reduce avoidable support requests.

Qualifications

• Bachelor’s degree or above, with 3–5 years of experience in membership operations, loyalty programs, subscription services, customer engagement, or a related field.
• Hands‑on experience developing or improving membership plans, benefit packages, or loyalty propositions.
• Experience sourcing or managing merchant and service partnerships, including coordinating benefit launches and ongoing delivery.
• Strong understanding of member needs and the ability to translate feedback into practical operational initiatives.
• Experience directly handling customer escalations and coordinating solutions across teams and external partners.
• Ability to analyze membership and benefit‑usage data, identify problems, and evaluate the results of operational changes.
• Strong communication, coordination, and execution skills, with the ability to independently drive initiatives through completion.
• Comfortable using spreadsheets, CRM, customer support, and analytics tools.

Preferred Qualifications

• An established network of relevant merchants, lifestyle‑service providers, or membership‑benefit partners.
• Experience in consumer apps, lifestyle platforms, fintech, digital wallets, or payments.
• Experience with member segmentation, retention campaigns, or renewal initiatives.
• Familiarity with SQL or dashboard tools.