Manager, Member Engagement

Malaysia Aviation Group; Selangor; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic professional to lead member engagement strategies. This role involves managing loyalty programs, enhancing customer satisfaction, and driving engagement through innovative initiatives. The ideal candidate will possess strong analytical skills and a strategic mindset, with a proven track record in customer engagement. You will curate unique rewards portfolios and organize impactful events that strengthen member connections. Join a forward-thinking team and make a significant impact in a fast-paced environment where your contributions will be valued.

Benefits

Annual leave

EPF

SOCSO

Qualifications

• 5+ years of experience in customer engagement and loyalty programs.
• Proven track record in managing member satisfaction in competitive industries.

Responsibilities

• Lead the implementation of member engagement strategies to enhance loyalty.
• Organize impactful events for member segments to boost engagement.

Skills

Customer Relationship Management (CRM)

Communication Skills

Customer Service

Analytical Skills

Education

Bachelor's degree in Marketing

Bachelor's degree in Business Administration

Relevant certifications in loyalty marketing

Tools

CRM platforms

Loyalty management systems

Job description

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 5+ years of experience in customer engagement, with a proven track record of managing loyalty programs and driving member satisfaction in highly competitive industries.
• Relevant certifications in loyalty marketing or customer engagement are a plus.

Areas of Experience

• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Proficiency in CRM platforms and loyalty management systems.
• Experience in negotiating and managing strategic partnerships.
• Proven track record of successfully managing member engagement programs and increasing customer satisfaction.

Personality Traits

• Creative thinker with a strategic mindset.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Key Responsibilities

1. Manage Member Engagement Strategies: Lead the implementation of strategies to enhance loyalty, retention, and reactivation, balancing member satisfaction with profitability, while driving engagement across targeted segments.
2. Oversee Member Communication: Lead targeted communication across channels, delivering personalized and engaging content that enhances retention, satisfaction, and the overall member experience.
3. Drive Experiential Rewards Portfolio: Curate and manage a unique rewards portfolio with exclusive experiences, boosting satisfaction and driving revenue through differentiated offerings.
4. Plan and Execute Member Events: Organize impactful online and offline events for different member segments, strengthening connections, promoting engagement, and enhancing overall program loyalty.
5. Negotiate and Manage Privilege Partnerships: Secure and manage partnerships, offering exclusive privilege deals and benefits that provide added value to members and differentiate the program in the marketplace.
6. Segment-Specific Engagement Programs: Develop tailored engagement initiatives for key segments, ensuring personalized experiences that align with the unique selling proposition.
7. Leverage Data-Driven Insights: Analyse member data, feedback, and key metrics to refine strategies, enhancing satisfaction, engagement, and profitability with continuous program enhancements.
8. Cross-Functional Collaboration: Collaborate with internal and external teams to execute initiatives and communication plans, ensuring seamless alignment with the program’s objectives.
9. Team Leadership and Development: Lead and mentor the team, fostering collaboration, innovation, and alignment with strategic goals to achieve engagement objectives.

Additional Benefits: Annual leave, EPF, SOCSO.

Skills: Customer Relationship Management (CRM), Communication Skills, Customer Service

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