SENIOR EXECUTIVE - MEMBERSHIP & ENGAGEMENT

Responsibilities: To guide and oversee the customer service team to maintain current customers and manage membership interactions (WhatsApp Channels, in - app communications, surveys); manage customer data collection, tracking behaviour and understanding customer needs; plan and execute membership events, surveys and promotions; encourage sign-ups, help achieve outlet's monthly transaction and sales targets; develop and organize loyalty events, special gifts and engagement activities for long-term members; create visual print materials that effectively showcase the membership benefits at each outlets; conduct briefing sessions for outlet staff to ensure they understand the importance of the membership program and can engage customers effectively; assist customer service team in providing high-quality customer experiences; and build a product community (WhatsApp channels), ensuring frequent updates of membership offers and maintaining close collaboration with outlet coordinators.