Executive – Guest Relations & Membership

About the role

We are looking for an Executive to lead Guest Relations and Membership initiatives. The role combines oversight of daily call‑centre performance with the development and execution of loyalty and CRM strategies, ensuring exceptional guest experiences and strong member engagement.

Key responsibilities

• Supervise daily call‑centre operations, handle escalated guest queries, feedback and complaints.
• Conduct quality audits on calls and emails and prepare monthly performance reports.
• Monitor social‑media reviews and act as brand guardian.
• Collaborate with outsourced partners (e.g., CSA, valet) and maintain SOPs and manuals.
• Partner with business stakeholders to design and drive the Loyalty and CRM roadmap.
• Own end‑to‑end membership marketing, aiming to meet engagement, revenue and retention targets.
• Provide crisis management support and undertake ad‑hoc projects as required.

Required profile

• Diploma or degree with 3‑4 years of experience in customer service, call‑centre management or loyalty programmes.
• Strong customer‑centric mindset with proven ability to multitask in a fast‑paced environment.
• Excellent communication and interpersonal skills.
• Detail‑oriented with a focus on adhering to SOPs and timely follow‑up.

Required skills

• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) for reporting and analysis.