Job Description

Job Purpose
The SVC Membership CRM Specialist will be responsible to facilitate and support the implementation and administration of SVC CRM plans in line with customer retention objectives, providing a holistic view of customer interactions and behavior through the tracking of customer insight platforms, and the analyzing of data via various marketing channels and CRM dashboards. The role will report on findings and participate in the implementation of campaigns that will support SVCs customer retention plans and revenue growth objectives to increase sales and conversions, in line with Company standards and regulations.
Role responsibilities will include providing a wide range of specialized administration, project co-ordination and support duties in the areas of marketing, membership, and exchange, as well as organic marketing content and community management on various digital channels with the aim of improving member engagement and customer loyalty in line with the Sun Vacation Club brand and Membership Value Proposition.
Key Performance Areas
Provide administrative support for the Member Exchange Program, as well as assist members with making exchanges via RCI, TRC and across Sun hotel operations
Process space bank requests on TSW, ensuring all future date bankings are validated with credit control before the authorization of banking and points are released
Validate member exchange requests with RCI or TRC prior to points being released to the members profile
Administer bulk stock and waitlist allocations to Exchange Affiliate to ensure the waitlist is minimized, occupancy rates are maximized and that SVC point liability with RCI and TRC is continuously monitored and reduced
Audit data integrity relating to membership bookings
Adhere to governance standards, processes and tools with regards to membership bookings and data
Identify, classify, maintain and protect all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposes
Prepare, co-ordinate and distribute regular membership communication including monthly newsletters to members; updating of AGM documentation; etc.
Provide input and oversee the coordination of resort entertainment activities with the Resort Operations Team
Liaise with internal and external stakeholders (including agencies) to ensure campaign implementation and fulfilment
Be the 2nd level of support for queries and complaints received by management including dealing with internal and external stakeholders on escalated membership queries (including reservations, exchanges and general complaints)
Monitor customer satisfaction feedback via the customer services platforms, digital and social media sites and facilitate case management until resolution
Co-ordinate content (including collateral and organic content) for digital and other marketing channels respectively
Provide customer support by answering questions and engaging regularly with the community on all social media platforms and managing any online feedback forums
Conduct analyses of CRM data to track performance metrics and analyze website data to increase customer conversions and retention rates and reduce dormancy rates
Provide input into the CRM framework, plans and resource requirements for the development, amendment and enhancement to technology and dashboards to retrieve data to assist decision-making
Create customer platforms to further attract and retain customer interaction and ensure that the customer experience offered remains relevant and competitive, indicating any challenges or obstacles to implementation
Develop and test new CRM dashboards and reporting tools to elicit data from the various platforms producing standardized, automated reports as well as more in-depth analyses as required
Provide input and make recommendations on SVC promotion campaigns, aligned to the overall SVC strategy, and customize it based on customer analytics, competitor product offerings and marketing activities
Participate, and represent SVC at various events (as required) to support the loyalty and retention of members.
Facilitate the administration and updating of call centre standard operating procedures and services, systems and processes and align with new legislative compliance and company policy (such as POPI and the SVC Association Rules).
Assist with the developments of scripts and email templates for the SVC administration departments.
Conduct weekly audits to measure the SVC companys admin team's adherence to policies, processes, product information and customer service delivery, thus also ensuring that queries are closed off within the 48-hour turn-around time across departments within SVC.
Compile the customer satisfaction results from customer service-related monitoring systems which feedback about the level of service received when a member or guest contacts SVCs service-related departments or the Resort.
Engage with the SVC Customer Contact Centre management team regarding SVC campaigns and member trends.
Prepare and report on member trends, which are based on member engagements with the customer contact centre and admin departments
Track campaign costs and return on investments, making recommendations on how to improve efficiencies around campaigns
Work and integrate with the marketing teams around delivering customer communications and utilizing a range of communication channels as part of the campaign delivery
Monitor quality of deliverables, making sure that they are in line with the objectives and timelines stipulated in the campaign plan, and complete post-campaign feedback from operations and other stakeholders to evaluate the success and relevance of the promotions and campaigns
Education

• Grade 12/ Matric

3 Year Marketing or Equivalent degree
Experience
A minimum of 4-6 years in a CRM and or marketing role
Previous experience in and knowledge of Timeshare is an advantage
Experience in social media and community management is an advantage
Experience in events /activations is an advantage
Confidentiality is a critical part of this role
Skills and Knowledge
Analyzing
Collecting information (sourcing; checking and / or documenting)
Maintaining Focus
Acting with energy and enthusiasm
Integrating (Connecting, Relating, Collaborating)
Managing customer and stakeholders
Organizing and coordinating
Clerical Administrative functions
Timeshare product and procedure knowledge
Project Co-ordination
Computer Literacy (MS Office / EGS)
IFS (Purchase requisitions)
Written and verbal communication skills
Ability to work with and maintain confidential information
Direct Marketing
Data Interpretation
Knowledge of social media platforms, social media management tools
Online Reputation Management
Digital acumen
Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.