Senior Executive/Executive, Loyalty Program – Member Services Operations

Job SummaryWe are seeking a passionate, proactive, and service-oriented Loyalty Service Operations Executive with a strong hospitality character to join our team. The ideal candidate must be confident in handling guest enquiries (front-facing or via calls/emails/chats), resolving issues effectively, and managing challenging situations with professionalism, empathy, and composure. This role may also require front-facing deployment at guest touchpoints such as service counters and pop-up booths during key programme initiatives and activations. Strong communication, problem-solving, and interpersonal skills are essential for ensuring a seamless and positive guest experience.Key Responsibilities• Handle and resolve loyalty programme enquiries and complaints promptly and professionally across all guest touchpoints (including in-person, via email, live chat or other omnichannel platforms), ensuring positive outcomes in line with service recovery protocols.• Ensure all enquiries, feedback, disputes and complaints received are responded to and resolved with the defined Service Level Agreement,• Maintain a strong understanding of programme mechanics, FAQs, and Standard Operating Procedures to deliver consistent information and service.• Coordinate with internal departments and stakeholders to resolve complex cases, track progress, and ensure service recovery actions are completed.• Support setup and daily operations of pop-up counters, serving as the first point of contact during loyalty programme events and campaigns.• Handle challenging guest interactions with professionalism, empathy, and effective conflict resolution to ensure satisfaction.• Assist in tracking and identifying recurring issues to support continuous improvement in programme delivery and guest experience.• Support loyalty programme operations, including fulfilment, reporting/documentation and campaign execution as required.Required Qualifications• Diploma or Degree in Business, Operations Management, Hospitality, or related field.• Minimum 1-3 years of experience in customer-facing and hospitality and operations roles, preferably within loyalty programmes.Required Skills• Demonstrates a strong mindset for service excellence, professionalism, and ownership in handling guest interactions and resolving issues.• Proven ability to lead day-to-day operations. Confident and articulate communicator with the ability to engage customers across multiple touch points.• Committed to delivering high standards of service with consistency, accuracy and attention to detail.• Possesses a high level of accountability in managing service deliverables and ensuring enquiries, feedback and disputes are addressed within the defined SLAs.• Proficient in Microsoft Office Tools (Word, Excel, Outlook); familiarity with loyalty/CRM systems and case management tools preferred.• Willing to work on a rotating shift schedule, including weekends, evenings and public holidays.