Assistant Manager, Loyalty Program Management

Develop and implement strategies to understand and address customer needs, continually innovate services, and build customer loyalty. 
• Utilize data-driven insights to analyze business performance, apply innovative problem-solving approaches, and make strategic decisions that enhance service quality and operational efficiency. 

• Lead and manage the Help Desk team, setting clear goals, establishing operational systems, and fostering a cohesive and motivated team environment. 
• Promote collaboration and mutual support across teams to achieve resource sharing, enhance organizational synergy, and strengthen core competencies. 

• Oversee the drafting and proofreading of notifications related to public health, national disasters, and building codes. Manage communications regarding events that may impact tenants, ensuring clarity and accuracy. 

• Review and analyze reports on major incidents, submitting findings and recommendations to Manager and Senior Director. 
• Manage customer and supplier satisfaction surveys, analyze results, and provide actionable recommendations for improvement. 

• Conduct technical training programs as needed to enhance team capabilities and service quality. 

• Approve and manage monthly duty rosters to ensure effective team scheduling and coverage. 

• Oversee and control the performance of outsourced contractors, ensuring compliance with service standards and contractual agreements. 

• Provide guidelines and direction for the Eveandboy operations, ensuring high-quality service standards are maintained. 
• To oversee and ensure of smooth operation of all office towers within the complex. 
• To setup the budget (annual OPEX and CAPEX) and monitor the expenditures to align with approved budget. 
• To ensure that the performance of outsourced contractors is according to KPIs. 
• To coordinate with Leasing team/ Marketing team / estate management team on matters related to estate management and tenant complaints. 

• To analyze and monitor data on Loyalty platform such as mobile app usage, access system.