Vice President - Customer Operations Loyalty
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About the Role
Manage customer operations strategy, oversee loyalty systems, drive continuous improvement, and develop high-performing teams while ensuring compliance and operational excellence.
Key Skills for This Role
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Overview
- Roles and Responsibilities
- Own the end-to-end customer operations strategy, designing and managing service models that deliver a consistent, high-quality experience across all Darna touchpoints, including contact centres, in-mall desks, and digital support channels.
- Champion operational excellence by defining and governing processes, SLAs, and KPIs to continuously improve response times, resolution rates, and member satisfaction.
- Lead the scaling of operational capabilities, designing resourcing, outsourcing, and technology models to support targets without compromising service quality or cost efficiency.
- Act as the senior escalation point for operational risks, service failures, and customer experience issues impacting members, partners, or regulators.
Functional Responsibilities
- Oversee loyalty systems operations, ensuring day-to-day performance, uptime, stability, and security of core platforms including LMS, CRM, card linking, receipt scanning, and gift cards, in compliance with regulatory and data-security requirements.
- Drive continuous improvement of member journeys across onboarding, earn, redemption, tier management, and complaints handling to build trust, engagement, and advocacy.
- Lead partner and merchant operations, ensuring seamless onboarding, integration, training, and ongoing support for Aldar tenants, merchants, and ecosystem partners to maximise adoption and minimise operational friction.
- Manage the operational delivery of innovative solutions, including receipt scanning, card-linking, and gift card capabilities, ensuring readiness, reliability, and scalability.
- Embed voice-of-customer (VOC), analytics, and feedback loops into operational decision-making to enhance processes, reduce cost-to-serve, and elevate customer satisfaction.
- Implement robust operational risk and compliance frameworks, including controls to mitigate fraud, card misuse, and data privacy risks, and ensure audit and regulatory readiness.
People Development
- Build, lead, and develop high-performing customer operations teams with clear accountability, KPIs, and performance management frameworks.
- Coach and mentor team members to build strong operational, service management, and problem-solving capabilities.
- Foster a culture of customer obsession, continuous improvement, and operational discipline across all customer-facing teams and partners.
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