Assistant Manager, Membership

1 week ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:

- Senior Manager, Customer Relationship

**Role Purpose**:

- The person will oversee all aspects of our membership program. The Membership Manager will be responsible for developing and implementing strategies to acquire and retain members, enhance member engagement, and ensure the delivery of exceptional benefits and rewards. This role requires a strong understanding of membership acquisition and retention, as well as the ability to foster a sense of community among members.

**Key Accountability**:

- **Membership Strategies**: Develop and implement strategies to attract new members and grow the membership base. Create and manage membership acquisition campaigns across various channels. Design and execute retention strategies to increase member satisfaction and reduce churn rate.
- **Member Engagement**:Foster a sense of community among members through online and offline events, and other engagement initiatives. Create comprehensive stewardship programs to enhance member experiences.
- **Marketing and Communication**:Work closely marketing team to develop and execute effective campaigns to attract and retain members as well as to promote membership benefits and events, and to ensure consistent messaging across all channels.
- **Data Analysis and Reporting**:Monitor and analyse member feedback and engagement metrics to identify opportunities for improvement and optimize the membership program. Prepare regular reports and presentations on membership metrics, trends, and performance. Stay updated on industry trends, emerging technologies, and best practices.
- **Standard and Policy**:Develop and maintain standard operating procedures (SOPs) and policies related to membership acquisition, retention, and engagement, including personal data protection.
- **Collaboration and Cross-Functional Support**:Collaborate with cross-functional teams to develop and deliver compelling membership benefits and rewards that meet the needs and preferences of members.

**Qualifications & Experience**:

- A bachelor's degree in marketing, communication, business or a related field

**Years of Experience**:

- At least 3 years of experience in membership management or related roles. Experience in loyalty and rewards programme, particularly within airline, travel or retails industries will be an advantage.

**Areas of Experience**:

- Experience in developing and implementing membership programs, including the design of benefits and rewards.
- Strong understanding of membership acquisition and retention strategies, as well as best practices in member engagement.
- Experience of planning and executing integrated membership and communications activity. Familiarity with marketing methodologies such as segmentation modelling, targeting, ROI projections and evaluation.
- Knowledge of membership management software or CRM systems would be advantageous.

**Personality Traits**:

- A customer-centric mindset, with the ability to understand customer needs and preferences
- Excellent communication and interpersonal skills, with the ability to build strong relationships with members and internal stakeholders.
- Creative thinking and problem-solving skills, with a passion for enhancing the member experience.
- Strong analytical skills with the ability to interpret data and draw actionable insights to improve the membership program.

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