Location: Hong Kong. Click inside to apply
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GLOAbout the job
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What you’ll be doing:
Oversee the strategic and operational aspects of Smart Traveller (ST) programme and ensure product stability, develop team capabilities, and drive member acquisition. This role will focus on achieving growth targets, maintaining high performance standards, and increasing programme awareness.
- Ensure the smooth operation and stability of the product
- Plan, organizing and coordinating operational / digital activities
- Identifying areas for improvement and implementing streamlined processes to increase efficiency and productivity.
- Managing and allocating resources effectively to ensure optimal utilization. This includes overseeing inventory management, manpower.
- Establishing and maintaining strong relationships with vendors and suppliers to ensure timely delivery of goods and services.
- Monitoring and analyzing operational performance metrics.
- Identifying opportunities for cost savings and process enhancements.
- Ensuring compliance with legal and regulatory requirements.
- Overseeing partnership and marketplace management with the key stakeholders.
- Providing strong leadership and guidance to the operations team, fostering a positive work environment, and promoting teamwork.
- Staying updated with industry trends and best practices to identify opportunities for continuous improvement.
- Assist and handle the request from global commercial owners to using ST digital tools for commercial development
- Work with ST programme owners to create an onboarding programme for global commercial team
- Support and maintain performance standards for overseas ST points rewards loyalty platform
- Collaborate with IT for efficient technical support and platform maintenance
- Work with marketing teams to develop campaigns for membership and sales growth
- Increase awareness of new programme features and create ongoing programme support and delivery reports for stakeholders
- Enhance roles and responsibilities to support new team members and develop onboarding and training plans to them
- Handle enquiries about the loyalty programme on online and offline platforms from members and preferred partners
About you:
- University graduate in Business, Computer, Hospitality or Marketing
- 5 years or above experience in customer interfacing operations or customer service.
- Ability to work unsupervised; highly committed, self-motivated, creative, proactive, and result-oriented.
- Willing to work and travel on irregular working days.
- Willing to take challenges and work under pressure.
- Excellent in spoken and written English, Chinese, and Putonghua; proficiency in other languages is a plus.
- This role suits qualified front-end service staff looking to transition into a back-end customer service role, e.g., those with hotel concierge or airline cabin crew experience.
Source: Plaza Premium Group
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