ROLE OVERVIEW
The Role: Membership Admin Assistant
You will report to the Membership Retention manager and will oversee admin support of the membership department: acquisition, engagement and retention.
KEY OBJECTIVES & DELIVERABLES
What you will do:
This is a membership admin assistant position, based out of Mandala Club Singapore. You will be a part of the dynamic team, where you’ll have a chance to support the department with all things membership related: member profile building, billing and payments, data clean up and maintenance, tracking processes implementation and enquiries delegation. You will be reporting to the Retention Manager and working closely with the rest of the membership team.
Retention & Engagement
● Ensure all member enquiries are distributed to the appropriate departments
● Respond to general queries and update relevant tracking information to share with the team
● Work closely with the Retention Manager on billing, invoices, credit card expiry, refunds, voucher issuance etc.
● Use various CRM and reservations systems to help with reporting (weekly/monthly)
● Maintain and oversee the tracking system for cancellations, pauses, resignation of member accounts
● Liaise with the finance team regarding the status of refunds, payments, etc.
● Liaise with members on outstanding bills or any billing inquiries via phone, email, WA when required
● Assist with weekly/monthly membership retention and acquisition reports
● Assist the membership team with any administrative tasks as required
Acquisition:
● Manage CRM data relevant to acquisition: update prospective member profiles, status, payment details, lifecycle stage as assigned by the membership manager
● Clean up large sets of data and delegate derived trends to the appropriate team members
● Ensure the requested outbound communication is streamlined and recorded in CRM