Manager, Member Engagement

Manager, Member Engagement

Senior Manager, Member Relations

The person is responsible for driving the implementation of strategies that enhance member loyalty, retention, and reactivation. This role focuses on managing personalized communication, overseeing experiential rewards, and organizing impactful events tailored to different member segments. The role also drives the development of strategic partnerships, monitors engagement metrics, and collaborates cross-functionally to ensure the success of initiatives that support member satisfaction, program growth, and profitability.

1. Manage Member Engagement Strategies: Lead the implementation of strategies to enhance loyalty, retention, and reactivation, balancing member satisfaction with profitability, while driving engagement across targeted segments.
2. Oversee Member Communication: Lead targeted communication across channels, delivering personalized and engaging content that enhances retention, satisfaction, and the overall member experience.
3. Drive Experiential Rewards Portfolio: Curate and manage a unique rewards portfolio with exclusive experiences, boosting satisfaction and driving revenue through differentiated offerings.
4. Plan and Execute Member Events: Organize impactful online and offline events for different member segments, strengthening connections, promoting engagement, and enhancing overall program loyalty.
5. Negotiate and Manage Privilege Partnerships: Secure and manage partnerships, offering exclusive privilege deals and benefits that provide added value to members and differentiate the program in the marketplace.
6. Segment-Specific Engagement Programs: Develop tailored engagement initiatives for key segments, ensuring personalized experiences that align with the unique selling proposition.
7. Leverage Data-Driven Insights: Analyse member data, feedback, and key metrics to refine strategies, enhancing satisfaction, engagement, and profitability with continuous program enhancements.
8. Cross-Functional Collaboration: Collaborate with internal and external teams to execute initiatives and communication plans, ensuring seamless alignment with the program’s objectives.
9. Team Leadership and Development: Lead and mentor the team, fostering collaboration, innovation, and alignment with strategic goals to achieve engagement objectives.

1. Bachelor's degree in Marketing, Business Administration, or a related field.
2. 5+ years of experience in customer engagement, with a proven track record of managing loyalty programs and driving member satisfaction in highly competitive industries.
3. Relevant certifications in loyalty marketing or customer engagement are a plus.

1. Strong analytical skills with the ability to interpret data and derive actionable insights.
2. Proficiency in CRM platforms and loyalty management systems.
3. Experience in negotiating and managing strategic partnerships.
4. Proven track record of successfully managing member engagement programs and increasing customer satisfaction.

1. Creative thinker with a strategic mindset.
2. Excellent communication and interpersonal skills.
3. Ability to work independently and as part of a team in a fast-paced environment.
4. Passionate about delivering exceptional member experiences.