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情報公開日:2018.02.01

Membership Manager (JAPAN)

Membership Manager (JAPAN)

  • サービス
  • カスタマーサービス
  • 経営、マネジメント
求人番号
1802-49799 気になる
雇用形態
正社員
業種
サービス
職種

カスタマーサービス

経営、マネジメント

給与
SGD 5,000 ~ SGD 7,000
待遇
業績賞与
就業時間
09:00 - 18:00
勤務日
Mon - Fri
概要
Lifestyle services
求人内容
【マネジメント業務】
‐ メンバー(約3名)やサポート部署のマネージメントや育成業務
- 社内オペレーションの管理業務
‐ 他部署との連携

【メンバーシップ関連業務】
‐ メンバー会員の登録サポートやその他対応業務
‐ 顧客との良好な関係構築
- 顧客と問題が発生した場合の対応と解決
- 顧客向けニュースやイベント、プロモーションの案内と提案販売促進
- 顧客支払い状況の確認


ーーーーーーーーーーーーーーーーーーーーー
※営業経験のある方は場合によっては下記業務に注力頂く事も可能です。

【営業マーケティング・販売促進・オペレーション業務】
‐ 顧客向けの販売促進や新たなサービス立案・企画業務をCEOと推進
‐ 会員数増加の施策や市場調査・分析
‐ 部下のデイリー行動や成果分析(KPIの確認)
‐ 外部委託部門とのやり取り

ーーーーーーーーーーーーーーーーーーーーーー
LEADERSHIP
• Manage membership services and support team
• Oversee the smooth operation of the Membership Team
• Provide mentorship to the Membership Team in the delivery of service excellence
• Responsible for delegation of roles and refining workflow processes of the Membership Team
• Conduct regular performance reviews with staff
• Work closely with other leads within the organization

MEMBER RELATIONS
• Ensure all membership administration is done in an accurate and timely manner as per SOPs
• Develop profiling of interests and preferences template for new member sign up
• Resolve complaint issues in a timely and equitable manner - Log and escalate any received complaints from members for resolution
• Ensure complaint escalations are executed effectively and timely
• Inform members of news, events, promotions through newsletters, EDMs and other publicity materials
• Implement workflow
• Pro-actively engage and update members of latest products and services
• Ability to manage CRM system and provide solutions to Membership Team when required
• Establish by providing ‘Best in Class’ service to new members and retain relationship management with existing members
• Staying on top of payment status and take proactive approach as necessary

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
【Optional】
BUSINESS DEVELOPMENT & OPERATIONAL
• Develop membership strategy with CEO
• Implementation of membership indirect/direct initiatives
• Participate in internal projects and key initiatives
• Provide feedback to maximize improvements in operational efficiency
• Review reports and monitor department KPIs
• Develop reports and corporate presentations for the Board and stakeholders
• Ability to articulate and present to the Board and stakeholders
応募資格
[必須条件]
-  約8‐10年前後のホスピタリティや旅行業界、または会員制サービス提供事業に携わった事のある方
‐ 人種問わずマネジメント経験がある方
-  営業マインド・企画力・分析力が備わった方

[優遇条件]
‐ 大学でマネジメントや経済、マーケティングを学ばれた方
‐ CRMシステムの知識・経験がある方(Customer Relationship Management:顧客との関係を管理するマネジメント手法)
‐ 数字分析が得意な方

ーーーーーーーーーーーーーーーーーーーーーーー
• 8-10 years related experience in a hospitality, travel industry as Membership or Relationship Manager with leadership experience
• Experience in working in cross-cultural environment
• Degree in Management or related disciplines
• Equipped with knowledge and experience in CRM system
• Experience in relationship management
• Confident individual, energetic, highly motivated with strong drive to succeed
• Excellent interpersonal skills with the ability to build and maintain lasting relationships
• Able to interact effectively with internal & external parties of all levels
• Problem analysis and problem solving

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