Tiers Relationship Manager

Member Services

• Ensure delivery of Tiers service strategy through stakeholder management across BUs and SHARE counterparts to provide differentiated service by Tier. Devise new processes and operating procedures to support the roll out of High Value services that require frontline intervention. This includes The9 and Cle D’Or lounges and all BUs and Contact Center to deliver an effortless experience for our High Tier members.
• Coordinate and support a Concierge service to our High Value members. Work with the Contact Centre to deliver on required services and experiences to be booked, confirmation process with the member and ground services with the provider or BU.
• Relationship management with our top-tier members to ensure one-to-one emotional connectivity with our members, updating their preferences, understanding their needs, capturing the data and personalizing opportunities at events and signature moments to personalize and drive value for the programme.
• Stretch and retain members by Tier according to threshold and targets. Work with high value marketing team and tier manager on stretch tactics to ensure the highest performing members are retained and rewarded within the programme.
• Responsible for onboarding of new external members to High Value tier – identifying and verifying their status and spend to entitle membership to the tier.
• Work with partnerships and tier manager and high value marketing team to devise like for like member match programme to increase our share of HV members from outside of our eco-system into SHARE.
  
  

• Support the Marketing team on the annual calendar of HVT members events. Work with the high value marketing manager on the concept, logistics and invitation list to maximize attendance and incremental revenue opportunities through Supper Club, private invites, exclusive and paid events and other concepts. Attend events to deepen relationship with our members. Conduct event analysis with team with recommendations for improvement and optimization.
• Ensure contracts are in place with all suppliers and processes are in place to ensure flawless execution event management. Ensure feedback process and success metrics are in place to ensure continual improvement.
  
  

• Update the High Value Database on quarterly basis working with the data analytics team to ensure we recognize existing HV customers, stretch potential high spenders into the tier, non-MAF High Value customers to target and invite to the membership.
• Evaluate member spend at individual level and identify opportunities for those who drop to incorporate into a win-back strategy.
• Manage down-grades of members who no-longer qualify for the membership based on spend in collaboration with the Contact Center team