Executive, Global Loyalty Operations

Membership Services:

• Develop in-depth knowledge and proficiency in the MyMillennium programme, the global loyalty initiatives of Millennium Hotels and Resorts.
• Ensure full compliance with all Standard Operating Procedures (SOPs) and Local Operating Procedures (LOPs).
• Deliver outstanding customer service to My Millennium members, maintaining professionalism and a customer-first approach.
• Manage and resolve member inquiries and complaints, taking ownership of feedback received via email and calls on a daily basis.
• Review, respond to, and follow up on member comments and feedback promptly, ensuring resolution within the established Service Level Agreement (SLA) of 72 hours.
• Coordinate with hotels and regional ambassadors to address daily operational and administrative matters effectively.

Operations:

• Handle operational tasks, including processing invoices, accurately awarding member stays, and performing other ad hoc duties as assigned to ensure smooth program operations.
• Assist in the execution and administration of member campaigns and promotions, ensuring timely communication and proper tracking to meet campaign objectives.

Requirements:

• Diploma / Degree in Business, Management, Marketing, or equivalent with at least 2 years of related work experience.
• A positive work attitude, cheerful disposition, organized, and able to communicate effectively. Attention to detail, critical-thinking, and problem-solving skills.
• Knowledge in MS Office and CRM related software is essential.
• Prior hospitality / loyalty programmes / customer service experience will be advantageous.