As a key player in delivering exceptional customer experiences, you will be responsible for crafting and implementing initiatives that enhance the member journey.
About the Role
* You will develop and deliver exclusive experiences, services, offers, and benefits that drive engagement and loyalty among valued customers.
* Championing a customer-first approach, you will collaborate with cross-functional teams to embed high-touch experiences and benefits that build long-term advocacy and drive program engagement.
You will play a vital role in tracking and sharing customer feedback, preferences, NPS, retention, and engagement to inform continuous improvement and shape future loyalty experiences and benefits.
This includes monitoring and acting on customer feedback and satisfaction metrics, ensuring consistently positive interactions across all channels and contributing to ongoing service improvement.
The ideal candidate will have proven experience in event management or experience management, particularly in premium or luxury retail, or hospitality environments. A strong understanding of loyalty programs, particularly tiered member experiences, is also highly desirable.
Key Responsibilities
* Develop and implement initiatives that enhance the customer journey.
* Collaborate with cross-functional teams to embed customer-first experiences and benefits.
* Monitor and act on customer feedback and satisfaction metrics.
What We're Looking For:
* Proven experience in event management or experience management.
* Strong understanding of loyalty programs and tiered member experiences.
* Excellent communication and collaboration skills.