Membership CRM Specialist at Sun International

Key Performance Areas

• Provide administrative support for the Member Exchange Program, as well as assist members with making exchanges via RCI, TRC and across Sun hotel operations
• Process space bank 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 or TRC prior to points being released to the member’s profile
• Administer bulk stock and waitlist allocations to Exchange Affiliate to ensure the waitlist is minimized, occupancy rates are maximized and that SVC point liability with RCI and TRC is continuously monitored and reduced
• Audit data integrity relating to membership bookings
• Adhere to governance standards, processes and tools with regards to membership bookings and data
• Identify, classify, maintain and protect all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposes
• Prepare, co-ordinate and distribute regular membership communication including monthly newsletters to members; updating of AGM documentation; etc.
• Provide input and oversee the coordination of resort entertainment activities with the Resort Operations Team
• Liaise with internal and external stakeholders (including agencies) to ensure campaign implementation and fulfilment
• Be 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)
• Monitor customer satisfaction feedback via the customer services platforms, digital and social media sites and facilitate case management until resolution
• Co-ordinate content (including collateral and organic content) for digital and other marketing channels respectively
• Provide customer support by answering questions and engaging regularly with the community on all social media platforms and managing any online feedback forums
• Conduct analyses of CRM data to track performance metrics and analyze website data to increase customer conversions and retention rates and reduce dormancy rates
• Provide 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
• Create customer platforms to further attract and retain customer interaction and ensure that the customer experience offered remains relevant and competitive, indicating any challenges or obstacles to implementation
• Develop and test 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
• Provide input and make recommendations on SVC promotion campaigns, aligned to the overall SVC strategy, and customize it based on customer analytics, competitor product offerings and marketing activities
• Participate, and represent SVC at various events (as required) to support the loyalty and retention of members.
• Facilitate the administration and updating of call centre standard operating procedures and services, systems and processes and align with new legislative compliance and company policy (such as POPI and the SVC Association Rules).
• Assist with the developments of scripts and email templates for the SVC administration departments.
• Conduct weekly audits to measure the SVC company’s admin team's 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.
• Compile 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.
• Engage with the SVC Customer Contact Centre management team regarding SVC campaigns and member trends.
• Prepare and report on member trends, which are based on member engagements with the customer contact centre and admin departments
• Track campaign costs and return on investments, making recommendations on how to improve efficiencies around campaigns
• Work and integrate with the marketing teams around delivering customer communications and utilizing a range of communication channels as part of the campaign delivery
• Monitor quality of deliverables, making sure that they are in line with the objectives and timelines stipulated in the campaign plan, and complete post-campaign feedback from operations and other stakeholders to evaluate the success and relevance of the promotions and campaigns

Requirements

Education

• Grade 12/ Matric
• 3 Year Marketing or Equivalent degree

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