AI Desktop Publishing Specialist

Job Location : Gauteng, Johannesburg
Deadline : March 08, 2025

Job Purpose

• The SVC Membership CRM Specialist will be responsible to facilitate and support the implementation and administration of SVC CRM plans in line with customer retention objectives, providing a holistic view of customer interactions and behaviour through the tracking of customer insight platforms, and the analysing of data via various marketing channels and CRM dashboards. The role will report on findings and participate in the implementation of campaigns that will support SVC’s customer retention plans and revenue growth objectives to increase sales and conversions, in line with Company standards and regulations.

Role responsibilities

• Providing a wide range of specialised administration, project co-ordination and support duties in the areas of marketing, membership, and exchange, as well as organic marketing content and community management on various digital channels with the aim of improving member engagement and customer loyalty in line with the Sun Vacation Club brand and Membership Value Proposition.

Education and Experience

• A minimum of 4-6 years in a CRM and or marketing role.
• Previous experience in and knowledge of Timeshare is an advantage.
• Experience in social media and community management is an advantage.
• Experience in events/activations is an advantage.
• Confidentiality is a critical part of this role.

Skills and Knowledge

• Analysing
• Collecting information (sourcing; checking and/or documenting)
• Maintaining Focus
• Acting with energy and enthusiasm
• Managing customer and stakeholders
• Organising and co-ordinating
• Clerical Administrative functions
• Timeshare product and procedure knowledge
• Project Co-ordination
• Computer Literacy (MS Office / EGS)
• IFS (Purchase requisitions)
• Written and verbal communication skills
• Ability to work with and maintain confidential information
• Direct Marketing
• Data Interpretation
• Knowledge of social media platforms, social media management tools
• Digital acumen

Key Performance Areas

• Providing administrative support for the Member Exchange Program, as well as assisting members with making exchanges via RCI, TRC and across Sun hotel operations.
• Processing space bank requests on TSW, ensuring all future date “bankings” are validated with credit control before the authorisation of banking and points are released.
• Validating member exchange requests with RCI or TRC prior to points being released to the member’s profile.
• Administering bulk stock and waitlist allocations to Exchange Affiliate to ensure the waitlist is minimised, occupancy rates are maximised and that SVC point liability with RCI and TRC is continuously monitored and reduced.
• Auditing data integrity relating to membership bookings.
• Adhering to governance standards, processes and tools with regards to membership bookings and data.
• Identifying, classifying, maintaining and protecting all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposes.
• Preparing, co-ordinating and distributing regular membership communication including monthly newsletters to members; updating of AGM documentation; etc.
• Providing input and overseeing the coordination of resort entertainment activities with the Resort Operations Team.
• Liaising with internal and external stakeholders (including agencies) to ensure campaign implementation and fulfilment.
• Being the 2nd level of support for queries and complaints received by management including dealing with internal and external stakeholders on escalated membership queries (including reservations, exchanges and general complaints).
• Monitoring customer satisfaction feedback via the customer services platforms, digital and social media sites and facilitating case management until resolution.
• Co-ordinating content (including collateral and organic content) for digital and other marketing channels respectively.
• Providing customer support by answering questions and engaging regularly with the community on all social media platforms and managing any online feedback forums.
• Conducting analyses of CRM data to track performance metrics and analyse website data to increase customer conversions and retention rates and reduce dormancy rates.
• Providing input into the CRM framework, plans and resource requirements for the development, amendment and enhancement to technology and dashboards to retrieve data to assist decision-making.
• Creating customer platforms to further attract and retain customer interaction and ensuring that the customer experience offered remains relevant and competitive, indicating any challenges or obstacles to implementation.
• Developing and testing new CRM dashboards and reporting tools to elicit data from the various platforms producing standardized, automated reports as well as more in-depth analyses as required.
• Providing input and making recommendations on SVC promotion campaigns, aligned to the overall SVC strategy, and customising it based on customer analytics, competitor product offerings and marketing activities.
• Participating and representing SVC at various events (as required) to support the loyalty and retention of members.
• Facilitating the administration and updating of call centre standard operating procedures and services, systems and processes and aligning with new legislative compliance and company policy (such as POPI and the SVC Association Rules).
• Assisting with the developments of scripts and email templates for the SVC administration departments.
• Conducting weekly audits to measure the SVC company’s admin teams adherence to policies, processes, product information and customer service delivery, thus also ensuring that queries are closed off within the 48 hour turn-around time across departments within SVC.
• Compiling the customer satisfaction results from customer service related monitoring systems which feedback about the level of service received when a member or guest contacts SVC’s service related departments or the Resort.
• Engaging with the SVC Customer Contact Centre management team regarding SVC campaigns and member trends.
• Preparing and reporting on member trends, which are based on member engagements with the customer contact centre and admin departments.
• Tracking campaign costs and return on investments, making recommendations on how to improve efficiencies around campaigns.
• Working and integrating with the marketing teams around delivering customer communications and utilising a range of communication channels as part of the campaign delivery.
• Monitoring quality of deliverables, making sure that they are in line with the objectives and timelines stipulated in the campaign plan, and completing post-campaign feedback from operations and other stakeholders to evaluate the success and relevance of the promotions and campaigns.