You will be part of the CRM Section of the Pricing and Commercial Strategy Division focusing on Systems and Operations, and assist to develop and enhance the Changi Rewards (CR) loyalty programme. The CR Programme is developed to maximise the value of our existing customer base, and to deliver a unique “Changi” experience for our passengers and shoppers. The successful candidate will be responsible for the day-to-day management of the programme’s operational and systems related requirements. You will also support in operationalising and driving the loyalty platform roadmap, to enhance the Changi Rewards programme initiatives.

Responsibilities

  • Conceptualise, plan and execute operations and system projects that will help to automate and streamline existing member processes from on-boarding until redemption of points.
  • Respond and manage feedback and enquiries on account services available in digital assets which includes but are not limited to registration, retrieval of transactions, programme mechanics and terms and conditions.
  • Work closely with external ops and systems partners to translate user requirements and business rules into desired product output
  • Develop and maintain SOPs for and existing and new resulting from initiatives and changes in operations and systems of the programme
  • Plan and execute UAT, training and change management activities for internal stakeholders and external users (e.g. frontline staff, tenants)
  • Respond to daily operations and system related issues on ground, including troubleshooting and investigation with frontline staff and tenants.
  • Tracking of programme incentive OPEX and monthly settlements and reconciliation with tenants and Finance, in particular, points offset on iShopChangi.com and point-of-sale e-vouchers redemptions.  
  • Generate and analyse transactional data for evaluation of potential fraudulent transactions.
  • Generate data and figures  on performance indicators related to the programme for management reporting
  • Provide support to marketing events, campaigns, promotions and acquisition events to drive engagement, sales and membership.

Additional Requirements

  • Good Degree, preferably in Information Technology, E-commerce or Business IT
  • Experience in either supporting the operations of a membership programme in a retail or shopping mall environment, or good exposure to a retail operations, quality or service operations is an advantage.
  • Experience with handling projects from end user perspective is an advantage.
  • Comfortable with IT and data related work.
  • Well-organised with an eye for detail, and able to work under pressure and manage competing priorities simultaneously.
  • Excellent written and inter-personal skills, and able to relate to people well.
  • Strong relationship building skills, with proven ability to work with various, cross-functional, internal and external groups to deliver meaningful results on time, on budget and with minimal supervision.
  • Self-motivated, driven, analytical, assertive and a good team player.
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