Lead, Business Operations and Services

NTUC FAIRPRICE CO-OPERATIVE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading retail cooperative in Singapore seeks a skilled professional to oversee loyalty programme operations. The role involves managing the full operational lifecycle, implementing QA processes, and collaborating with various departments to deliver effective loyalty campaigns. Candidates with 6-8 years of experience in loyalty operations and a background in Salesforce platforms are preferred. This role is based in FairPrice Hub, located next to the Joo Koon MRT station.

Qualifications

• 6-8 years in loyalty programme operations or CRM/lifecycle management roles.
• Proven experience in managing QA/QC processes across business and tech teams.
• Hands-on experience with Salesforce Loyalty Cloud or similar platforms.

Responsibilities

• Oversee the full operational lifecycle of the loyalty programme.
• Design and implement quality assurance (QA) processes for loyalty campaigns.
• Track and report on key operational metrics.

Skills

Loyalty programme operations management

Stakeholder management

QA/QC processes

Salesforce Loyalty Cloud

Cross-functional collaboration

Education

Bachelor’s degree in Business, Marketing, or related field

Tools

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)