Operations Specialist (Loyalty and Membership)

Red Begonia Limited; Hong Kong; On-site; HKD 400,000 - 560,000; Full time

Job summary

RedotPay is seeking an Operations Specialist focused on loyalty and membership to own the day-to-day operations and help shape our membership program in Hong Kong. You will turn member feedback into practical improvements by collaborating with Product, Marketing, and Support, to deliver valuable benefits and drive activation and renewal.

The role requires 3–5 years in related fields, strong data skills, and experience partnering with merchants to expand benefits and ensure smooth delivery of

Qualifications

• Bachelor’s degree or above with 3–5 years in membership operations, loyalty, subscriptions or customer engagement.
• Hands-on experience developing or improving membership plans, benefits, or loyalty propositions.
• Experience sourcing or managing merchant/partner benefits and launches.
• Strong ability to translate feedback into practical operational initiatives.
• Experience handling customer escalations and coordinating cross-team solutions.
• Able to analyze membership/benefit data and measure impact of changes.
• Excellent communication and project execution skills, capable of driving initiatives to completion.
• Proficient with spreadsheets, CRM, analytics tools.

Responsibilities

• Understand member needs by analyzing feedback, inquiries, and usage data.
• Develop membership plans and benefit packages, coordinate implementation.
• Expand member benefits by engaging merchants and partners, manage launches.
• Manage delivery and communication of benefits, ensure accessibility and quality.
• Resolve member issues including activation, access, renewals, and refunds.
• Run day-to-day membership operations and campaigns; maintain up-to-date records.
• Track metrics on activation, usage, engagement, renewals, and resolution times.
• Collaborate with Product and Customer Support to improve member journeys.

Skills

Membership operations

Loyalty programs

Customer engagement

Data analysis

Cross-functional collaboration

Communication

Process improvement

Education

Bachelor's degree

Tools

CRM systems

SQL

Dashboards

Spreadsheets

Job description

Operations Specialist (Loyalty and Membership)

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.