Assistant Manager, Membership Operations

Mandai Wildlife Group; Singapore; On-site; SGD 45,000 - 75,000; Full time

Job summary

Mandai Wildlife Group is seeking a talented individual to lead Membership Operations at the Mandai Wildlife Reserve. This role encompasses daily management responsibilities, recruitment, training, and enhancing visitor experiences. Ideal candidates will possess a marketing or business degree and relevant industry experience, showcasing strong communication and leadership skills.

Qualifications

• 4-5 years of relevant experience in service/tourism industry.
• Proficient in relevant tools and systems.
• Willing to work flexible hours including weekends and public holidays.

Responsibilities

• Overall in charge of daily Membership Operations.
• Recruit part-time/contract staff for peak days.
• Conduct refresher training and support performance appraisals.

Skills

Communication

Customer-oriented

Team player

Self-motivated

Multitasking

Education

Degree in Marketing, Communications, Business, or equivalent

Tools

Microsoft Office

Galaxy

CRM+

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, which will integrate 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 shortages.
3. Oversee monthly roster and ensure sufficient manpower deployment for daily operations, especially on public holidays and peak periods.
4. Recruit part-time/contract staff for peak days and periods, including interns.
5. Support performance appraisal of full-time/contract staff in Membership.
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 for Online Refund Requests.
10. Maintain Membership Operation SOPs and recommend updates if necessary.
11. Investigate feedback from members/guests received onsite and online regarding Membership Operations and staff service.
12. Communicate new membership initiatives and promotions to the Membership Operations team via Administrative Instructions or emails.
13. Handle onsite requests/enquiries (e.g., extension of caretaker vouchers, conversion to annual membership).
14. Generate ideas to enhance member or guest experiences at Membership & Experiences centres.
15. Prepare monthly OT records for review 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. Perform any other duties as assigned.

Requirements

• Degree in Marketing, Communications, Business, or equivalent.
• Preferably 4-5 years of relevant experience in the service/tourism or integrated resorts industry.
• Excellent communication and written skills.
• Dynamic team player with a positive attitude.
• Self-motivated, resourceful, customer-oriented, and meticulous.
• Experience in customer service/guest experience/contact centre is an advantage.
• Ability to thrive in a fast-paced environment, multitask, and meet deadlines.
• Proficient in Microsoft Office, Galaxy, and CRM+ system.
• Willing to travel to different locations.
• Available to work on weekdays, weekends, and public holidays.