Assistant Manager, Membership Operations

Mandai; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Mandai Wildlife Group is seeking a Membership Operations Manager to oversee daily operations, recruit staff, and enhance member experience. The ideal candidate will have a degree in relevant fields and several years of experience in service or tourism, with strong communication skills and a dynamic attitude.

Qualifications

• 4-5 years of relevant experience in the service/tourism and/or integrated resorts industry.
• Self-motivated, resourceful and customer-oriented.
• Able to work on weekdays, weekends, and public holidays.

Responsibilities

• Overall in charge of daily Membership Operations.
• Recruit PT/Contract staff for peak days and periods, including interns.
• Conduct refresher training sessions for new and existing staff periodically.

Skills

Communication

Customer service

Teamwork

Multi-tasking

Education

Degree in Marketing, Communications, Business or equivalent

Tools

Microsoft Office

Galaxy

CRM+ system

Job description

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renowned wildlife parks connecting visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, integrating five wildlife parks with distinctive nature-based experiences, green public spaces, and an eco-friendly resort.

Main Duties and Responsibilities

1. Overall in charge of daily Membership Operations.
2. Cover Membership operations as MEC IC if needed, due to manpower shortage.
3. Oversee monthly roster and ensure sufficient manpower deployment for daily operations, especially on PHs and peak periods.
4. Recruit PT/Contract staff for peak days and periods, including interns.
5. Support performance appraisal for Membership FT / Contract staff.
6. Assist in HR-related matters for the operations team.
7. Conduct refresher training sessions for new and existing staff periodically.
8. Assist and conduct onsite and online UAT for new PLUs.
9. Act as first verifier in verifying Online Refund Requests.
10. Maintain Membership Operation SOPs and recommend changes if needed.
11. Investigate feedback from members/guests received onsite and online regarding Membership Operations and staff service delivery.
12. Communicate new membership initiatives and promotions to the team via Administrative Instructions or emails.
13. Handle onsite requests/enquiries (e.g., extension of caretaker voucher, conversion to annual membership, etc.).
14. Generate ideas to enhance member or guest experience at Membership & Experiences centres.
15. Prepare monthly OT records for checking and update Overtime records in AAS for approval.
16. Prepare and submit Return/Void & Service Recovery Reports monthly and quarterly.
17. Prepare monthly Feedback reports for review.
18. Attend promotions/campaign AI briefings.
19. Any other duties as assigned.

Requirements

1. Degree in Marketing, Communications, Business, or equivalent.
2. Preferably 4-5 years of relevant experience in the service/tourism and/or integrated resorts industry.
3. Excellent communication and written skills.
4. Dynamic team player with a positive attitude.
5. Self-motivated, resourceful, customer-oriented, and meticulous.
6. Customer service/Guest experience/Contact centre experience is an advantage.
7. Thrives in a fast-paced environment, able to multi-task and meet deadlines.
8. Proficient in Microsoft Office, Galaxy, and CRM+ system.
9. Willing to travel to different locations.
10. Able to work on weekdays, weekends, and public holidays.