Head of Customer Service – Kelana Jaya

Permanent Segi Value Holdings Sdn Bhd (Headquarters) Email Job
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Job Description

JOB RESPONSIBILITIES

Evaluates program performance and investigates opportunities in order to recommend promotions and strategies that drive Loyalty Program spend and member engagement (e.g., new member acquisition and activation goals, increased frequency, etc.)
Manages all day-to-day activities associated with the overall success and growth of assigned Loyalty Programs
Serves as Subject Matter Expert (both internal and external) for all aspects of assigned Loyalty Programs and associated members
Works directly with external (partner) cross-functional teams — including Senior Leadership
Cultivates, manages and contributes to the success of internal cross-functional teams and relationships within Marketing, IT, Finance, Member Services, Legal, Senior Leadership and others
Develops and manages the external marketing plans that support program growth including new member acquisition and existing member engagement optimization
Collaborates with internal Marketing teams by assisting with and providing strategy, direction and input towards the development of campaigns that support Loyalty Program growth and are in-keeping with the partner’s brand requirements
Identifies, secures and/or negotiates Marketing opportunities that increases and maintains the Loyalty Program’s share of voice within the overall loyalty partner’s program
Proactively problem solves and enhances the user experience for assigned dining programs
Works collaboratively with Marketing Analytics, Finance and other Loyalty Development counterparts to forecast, manage and analyze program performance metrics and to report on activities
Reviews and approves all materials developed by partner to promote assigned Loyalty Programs
Represents the Loyalty Development Department in cross-functional projects and/or task forces (as assigned)

EDUCATION AND EXPERIENCE

Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Art/Design/Creative Multimedia, Business Studies/Administration/Management, Mass Communications, Marketing or equivalent.
Experience in modeling and analyzing various KPIs
Excellent project management skills
Ability to proactively identify opportunities, take initiative and multi-task in a fast paced environment
Ability to establish and build Business relationships
Required skill(s): Loyalty Program.
Required language(s): English
At least 5 year(s) in partnership management, marketing, project management, direct marketing, advertising, direct response, sales management, or loyalty marketing.
Applicants must be willing to work in Kelana Jaya.
Preferably Senior Managers specializing in Marketing/Business Development or equivalent.

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