Lead, Business Operations and Services

NTUC FAIRPRICE CO-OPERATIVE LTD; Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

A leading retail organization in Singapore is seeking a professional with 6-8 years in loyalty program operations to oversee the lifecycle of its loyalty programme. The role requires strong experience with QA/QC processes and stakeholder management. The ideal candidate will work closely with marketing, tech, and other departments to enhance customer satisfaction and operational efficiency. This position is located at FairPrice Hub, next to Joo Koon MRT station.

Qualifications

• 6-8 years in loyalty programme operations or CRM/lifecycle management.
• Proven experience in managing QA/QC processes.
• Ability to manage stakeholders and drive issue resolution.

Responsibilities

• Oversee the operational lifecycle of the loyalty programme.
• Design and implement QA/QC processes for campaigns.
• Track and report on key operational metrics.

Skills

Loyalty programme operations

Stakeholder management

Quality assurance

Cross-functional collaboration

Education

Bachelor’s degree in Business or Marketing

Tools

Salesforce Loyalty Cloud

Salesforce Marketing Cloud

Job description

Key Responsibilities

Loyalty Programme Operations

• Oversee the full operational lifecycle of the loyalty programme - from membership management, points issuance/redemptions, rewards as well as partner services and processes
• Monitor programme performance and resolve exceptions and escalations while maintaining the agreed service level agreements (SLAs)
• Ensure operational processes run smoothly across omni platforms and channels (Digital and in-store experiences)

QA / QC & Governance

• Design and implement quality assurance (QA) and quality control (QC) processes for all loyalty-related campaigns, rules and promotions
• Lead UAT and post-deployment validation for loyalty configurations and integrations
• Maintain audit-ready documentation and ensure data accuracy across touchpoints

Cross-functional Collaboration

• Partner with Marketing, Partnerships, Product/Tech, Finance, and CS to deliver loyalty campaigns, feature enhancements and process enhancements
• Act as the key business stakeholder in loyalty system upgrades, automation initiatives, and testing cycles

Reporting & Continuous Improvement

• Track and report on key operational metrics
• Identify operational bottlenecks and propose improvements to enhance efficiency, accuracy and customer satisfaction

Platform Ownership

• Act as the subject matter expert ( SME) for the Loyalty platform and other integrated functions.
• Translate business requirements into system configurations and rule logic
• Work closely with Tech and vendors to resolve issues, manage enhancements, and optimise platform performance

Requirements

Must-Have experience

• Bachelor’s degree in Business, Marketing, or a related field
• 6-8 years in loyalty programme operations or CRM/lifecycle management roles
• Proven experience in managing QA/QC processes and working across business and tech teams
• Hands-on experience with Salesforce Loyalty Cloud or similar enterprise loyalty platforms
• Ability to manage stakeholders across business units and drive issue resolution independently

Good-to-Have experience

• Exposure to loyalty operations in retail, financial services, or e-commerce
• Familiarity with customer segmentation, LTV models, and retention mechanics
• Experience with journey orchestration or campaign tools like Salesforce Marketing Cloud

Others

• Work location: FairPrice Hub (next to Joo Koon MRT station)