Member Experience Manager

Location Malaysia
Discipline Sales & Marketing
Job reference Member Experience Manager_Ricardo
Salary Negotiable
Consultant email

Member Experience Manager

Location: Petaling Jaya


  • At least 3 years of relevant experience in marketing or customer experience

  • Proven experience/knowledge of latest marketing & communication techniques, tools and technologies

  • Specific experience in digital marketing, payment and/or loyalty are highly desirable


  • Own the member journey during the Spend & Earn and Redeem phases across all touchpoints, constantly innovating member value propositions to gain and maintain a competitive advantage over other loyalty programmes in the market

  • Provide input to improve member personas based on latest interaction data provided by the Data Science team and own insights into consumer and market trends

  • Formulate and set targets for campaigns and events aimed at increasing stickiness with MarCom team (who will handle its execution)

  • Promote cross-visitation across partners and support partner-specific campaigns in conjunction with Commerce & Partnerships teams

  • Seek and popularise Corporate Social Responsibility (CSR) initiatives that are compelling to members

  • Propose and develop new Member engagement channels while enhancing the effectiveness of existing ones

  • Work with IT/Digital team to provide requirements and craft a sound business case for new App features or enhancements that increase Member interaction and satisfaction

  • Direct collective action by Operations, MarCom and Commerce with communication guidelines to address members’ feedback and improve member experience across their lifetime and across various touchpoints

  • Support the Member Rewards team to develop a catalogue of enticing rewards and scale up its appeal through periodic promotions and/or on-the-spot redemptions

Click on "Apply now" to apply for the position. Only shortlisted candidates would be contacted.