Manager, Member Services

Requirements

• Bachelor’s Degree in Business Administration, Customer Experience, Hospitality, or a related field
• Certifications in Customer Experience (CXPA), Service Excellence, Lean Six Sigma, or Data Analytics are an advantage
• Minimum 7–10 years’ experience in customer service, service operations, or customer experience roles, preferably within airline, loyalty, banking, or large-scale B2C environments. Experience managing outsourced service providers or contact centres is highly desirable

Responsibilities

• Service Performance Governance – Accountable for end-to-end service performance across all Enrich touchpoints, overseeing internal teams and external service providers to ensure consistent delivery of service standards and SLAs.
• Operational Performance & Analytics Leadership – Lead the monitoring, analysis, and reporting of service performance metrics, translating insights into actionable im...