Membership CRM Administrator (Sandton) at Sun International

Job purpose

• The SVC Membership CRM Administrator will be responsible to administer, maintain and update information and data related to the SVC membership lifecycle and processes including the facilitation of accommodation bookings, administering the exchange programme with RCI, TRC and Sun Hotels, and providing of general administrative support to the Membership CRM and contact centre teams with the aim of improving member engagement, customer loyalty and retention in line with the Sun Vacation Club brand and Membership Value Proposition.

Key Performance Areas

• Administer membership bookings for club members including opening of rate codes
• Communicate SVC booking changes to operations and reservation teams efficiently and timeously
• Administer and update all peak week bookings into TSW according to calendar dates and club rules
• Complete reporting relating to bookings such as Peak Occupancy Reports, monitoring any escalations by members
• Provide support to the Membership CRM Manager, internal and external stakeholders on membership queries (including reservations, exchanges and general complaints), as well as administration and case management
• Administer the Member Exchange Program, assisting members with making exchanges via RCI, TRC and across Sun hotel operations
• Process space banking requests on TSW, ensuring all future date bankings are validated with credit control before the authorization of banking and points are released
• Validate member exchange requests with RCI and TRC prior to points being released to the member’s profile
• Administer bulk stock and waitlist allocations to ensure the waitlist is minimized, occupancy rates are maximized and that SVC point liability with RCI is continuously monitored and reduced
• Maintain and update data integrity relating to membership bookings
• Provide administrative support and respond to queries received by the management team (including responding to e-mails, mail and telephone enquiries), escalating or redirecting any issues identified
• Update electronic repositories and shared folders with templates and support documentation around the SVC membership processes on the intranet, ensuring content remains relevant
• Identify, classify, maintain and protect all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposes
• Assist with the distribution and updating of membership cards
• Troubleshoot and resolve first line queries and issues with stakeholders, escalating where required
• Allocate and reconcile supplier invoices correctly and resolve all queries
• Submit departmental expense claims to the Finance department as per company policy and procedures.
• Complete reports / minutes/ presentations / departmental documents and distribute to relevant parties
• Coordinate the setup of logistics for CRM events and activations 

Requirements
Education

• Grade 12
• Diploma or bachelor’s degree in business or marketing is an advantage

Experience

• 3-4 years in an administrative function.
• Previous experience in and knowledge of Timeshare Industry is an advantage
• Confidentiality is a critical part of this role

Skills and Knowledge

• Assuring quality
• Collecting information (sourcing; checking and / or documenting)
• Maintaining Focus
• Acting with energy and enthusiasm
• Relating
• Managing customer and stakeholders
• Collaborating
• Organizing
• Co-ordinating
• Clerical Administrative functions
• Conformance to Internal Standards and SVC procedures
• Project Co-ordination
• Computer Literacy (MS Office / EGS)
• IFS (Purchase requisitions)
• Written and verbal communication skills
• Ability to work with and maintain confidential information
• Timeshare knowledge