Manager, Member Engagement

Malaysia Aviation Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Malaysia Aviation Group seeks a Manager, Member Engagement to lead Enrich’s member engagement strategy across privileges, lifestyle, events and communities. You will shape partnerships, experiences and advocacy while managing budgets and cross-functional delivery.

Reporting to the Senior Manager, Member Relations, you will guide a team to drive member value, retention and brand relevance through analytics, insights and strategic planning.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Hospitality or related field.
• Relevant certification in business development, partnerships, marketing or customer experience is an advantage.
• Minimum 7–10 years’ relevant experience in loyalty, member engagement, partnerships, business development or related areas, including at least 3 years in a managerial/people leadership role.

Responsibilities

• Lead the annual Member Engagement strategy and translate priorities into actionable programmes.
• Drive strategic lifestyle partnerships, differentiated privileges and experiential rewards.
• Lead signature member experiences and initiatives that strengthen recognition, community and advocacy.
• Lead partnership development and negotiations to maximise member value and differentiation.
• Drive portfolio improvement through member insights, performance analytics and market opportunities.
• Oversee the delivery of member privileges, events, experiences and community programmes.
• Manage partner relationships and fulfilment of partnership commitments.
• Monitor engagement performance, member satisfaction and feedback.
• Manage the engagement budget and optimise partnership value.
• Drive cross-functional collaboration for effective programme delivery and measurement.
• Lead and develop the Member Engagement team across the three pillars.
• Build team capability in partnerships, experience curation and member engagement.
• Foster a collaborative, high-performing and member-centric culture.

Skills

Loyalty programs

Partnerships

Budgeting

Event marketing

Team leadership

Stakeholder management

Negotiation

Analytics

Customer experience

Strategy

Education

Bachelor's degree

Business development cert

Job description

This role is responsible to develop and deliver Enrich’s member engagement strategy across Member Privileges & Lifestyle, Member Events & Experiences, and Member Community & Connections, driving relevant and differentiated partnerships, privileges and experiences that enhance member value, activity, retention and advocacy. The role provides strategic direction and governance, leads partner relationships, manages the engagement budget and adapts plans to evolving member, partner and business needs.

Position Title

Manager, Member Engagement

Report To

Senior Manager, Member Relations

Position Summary

This role is responsible to develop and deliver Enrich’s member engagement strategy across Member Privileges & Lifestyle, Member Events & Experiences, and Member Community & Connections, driving relevant and differentiated partnerships, privileges and experiences that enhance member value, activity, retention and advocacy. The role provides strategic direction and governance, leads partner relationships, manages the engagement budget and adapts plans to evolving member, partner and business needs.

Key Accountabilities

• Lead the annual Member Engagement strategy and translate priorities into actionable programmes.
• Drive strategic lifestyle partnerships, differentiated privileges and experiential rewards.
• Lead signature member experiences and initiatives that strengthen recognition, community and advocacy.
• Lead partnership development and negotiations to maximise member value and differentiation.
• Drive portfolio improvement through member insights, performance analytics and market opportunities.
• Oversee the delivery of member privileges, events, experiences and community programmes.
• Manage partner relationships and fulfilment of partnership commitments.
• Monitor engagement performance, member satisfaction and feedback.
• Manage the engagement budget and optimise partnership value.
• Drive cross-functional collaboration for effective programme delivery and measurement.
• Lead and develop the Member Engagement team across the three pillars.
• Build team capability in partnerships, experience curation and member engagement.
• Foster a collaborative, high-performing and member-centric culture.

Qualifications & Experience

• Bachelor’s degree in Business, Marketing, Communications, Hospitality or related field.
• Relevant certification in business development, partnerships, marketing or customer experience is an advantage.
• Minimum 7–10 years’ relevant experience in loyalty, member engagement, partnerships, business development or related areas, including at least 3 years in a managerial/people leadership role.

Area of Experience

• Loyalty and member engagement
• Strategic partnerships and relationship management
• Partnership sourcing and negotiation
• Member privileges and experiential rewards
• Events and experiential engagement
• Member retention, recognition and advocacy
• Budget and stakeholder management
• Performance measurement and continuous improvement

Skill & Competency Requirements

• Loyalty programme and member engagement principles
• Strategic partnerships and negotiation
• Lifestyle, experiential and event marketing
• Member insights, segmentation and engagement analytics
• Budget and stakeholder management
• Strategic thinking and commercial acumen
• Partnership and stakeholder leadership
• Influencing, negotiation and decision-making
• Team leadership and talent development
• Agile execution and performance management
• Member-centric and relationship-driven
• Curious, creative and resourceful in identifying opportunities
• Strong influencing, negotiation and judgement on member relevance and brand fit
• Agile, adaptable and execution-oriented
• Results-driven, collaborative and able to translate strategy into action
• Brand & Loyalty Strategy – Advanced