Loyalty Programme Operations Executive | Changi Airport | Up to $3500 #5252

PERSOL; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A recruitment agency in Singapore is seeking an experienced professional for a Membership Services role involving the management of a loyalty programme's operations. Responsibilities include assisting with Contact Centre operations, monitoring escalations, conducting data analysis, and developing training materials. Ideal candidates will have a degree in Business Administration and at least one year of relevant experience. This position offers a one-year contract with opportunities for growth.

Qualifications

• Minimum of 1 year of experience in Membership Services or Loyalty Programmes.
• Strong focus on delivering exceptional customer experience.
• Capable of handling multiple tasks effectively.

Responsibilities

• Assist in handling Contact Centre operations regarding Rewards member matters.
• Handle escalated member cases with professionalism and accuracy.
• Monitor escalations and enhance service quality.
• Support data analysis and prepare management reports.
• Develop and maintain SOP manual and training materials.
• Conduct regular audit checks to ensure compliance.

Skills

Customer service skills

Project management

Data analysis

Education

Bachelor's degree/Diploma in Business Administration or related field

Job description

Duration

Duration : 1 year contract

Job Responsibilities

• Assist in smooth handling of Contact Centre operations in relation to Rewards member related matters such as account management, point crediting, tier progression and service feedback, ensuring issues are addressed promptly and service standards are met
• Handle escalated member cases with professionalism, empathy and accuracy to ensure prompt and satisfactory resolution
• Support programme integrity while resolving issues related to points, tier progression, rewards, and personal data
• Monitor Contact Centre escalations and identify recurring service or process issues and coordinate with internal teams to implement corrective or preventive measures that enhance service quality and operational efficiency
• Assist in data analysis to identify key trends and actionable insights, prepare regular and ad-hoc management reports, and provide accurate information to business units to support planning and decision-making
• Support system troubleshooting and ensure operational readiness for new system rollouts, automation initiatives and process updates through testing and validation
• Develop and maintain the SOP manual and training materials and deliver briefings to tenants and frontline staff as required to promote service excellence and strengthen programme knowledge
• Collaborate with internal stakeholders to align initiatives, coordinate discussions and foster cross-functional partnerships that contribute to the success of the loyalty programme
• Conduct regular audit checks to safeguard programme integrity, ensure compliance and mitigate operational risks
• Provide operational support for loyalty-related parking and marketing initiatives
• Undertake any additional duties or responsibilities assigned by management

Job Requirements

• Bachelor's degree/Diploma in Business Administration or a related field
• Minimum of 1 year of experience in Membership Services, Loyalty Programmes or a similar field
• Strong customer service skills with a focus on delivering exceptional experience
• Proficient in project management and capable of handling multiple tasks

If you are interested, please submit your application here.

Thank you for your application and we regret that only shortlisted candidates will be notified.