Job Description:
• Understanding and familiarizing the loyalty program initiatives including program strategy, card tier qualification, reward benefits / structure, program system infrastructure, program operation logic / processes, services and standards and promote its awareness to relevant customers
• Involve in pre-opening preparation for loyalty program including competitive research, system testing, preparing and conducting training for respective team members
• Develop and maintain a customer database of high value and integrity through quality membership sign-ups in line with the membership recruitment strategy
• Monitor the development of member database by working closely with Casino Operations, Casino Marketing etc.
• Exercise judgment by complying with the policy to offer members with complimentary or make exceptions based on tracked record and other justifiable reason to maintain members’ loyalty
• Build good rapport with customers, attend to their every need and deal with customer complaints and suggestions in an efficient and professional manner
• Ensure smooth operation of the membership counter during shift. Supervise a team of floor supervisors and employees on shift in delivering 360º quality customer service and promoting the marketing programs effectively
• Organize training with the training team to develop team members’ product and working skills when necessary
• Work closely with departments including various Marketing Division, Casino, Food and Beverage, Hotel, Retail, Guest Services to promote the integrated loyalty program to all customers
• Communicate regularly with Marketing Service team to implement appropriate marketing communication collaterals for loyalty marketing initiatives and to enhance the loyalty program awareness
Job Requirement:
• Diploma or above in Business Studies, Management, Marketing or related field
• Minimum of 3 years working experience in customer loyalty, customer service or marketing-related field
• Good command of both spoken and written in English and Chinese
• Experience in directing and using membership management systems, customer database management and service systems is necessary
• Proficient in Microsoft Word, Excel, PowerPoint and experience in using Intra-Extranet
• Good PowerPoint and presentation skills
• Able to work flexible schedules, including nights, weekends and holidays
Interested Parties, please apply via:
• Email the detailed resume to careers@macausjm.com
• Hotline 89820288 / 68827118