Job Description

Job PurposeThe 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 SVCxe2x80x99s 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 AreasProvide administrative support for the Member Exchange Program, as well as assist members with making exchanges via RCI, TRC and across Sun hotel operationsProcess space bank requests on TSW, ensuring all future date xe2x80x9cbankingsxe2x80x9d are validated with credit control before the authorization of banking and points are releasedValidate member exchange requests with RCI or TRC prior to points being released to the memberxe2x80x99s profileAdminister 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 reducedAudit data integrity relating to membership bookingsAdhere to governance standards, processes and tools with regards to membership bookings and dataIdentify, classify, maintain and protect all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposesPrepare, 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 TeamLiaise with internal and external stakeholders (including agencies) to ensure campaign implementation and fulfilmentBe 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 resolutionCo-ordinate content (including collateral and organic content) for digital and other marketing channels respectivelyProvide customer support by answering questions and engaging regularly with the community on all social media platforms and managing any online feedback forumsConduct analyses of CRM data to track performance metrics and analyze website data to increase customer conversions and retention rates and reduce dormancy ratesProvide 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-makingCreate 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 implementationDevelop 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 requiredProvide 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 activitiesParticipate, 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 companyxe2x80x99s 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 SVCxe2x80x99s 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 departmentsTrack campaign costs and return on investments, making recommendations on how to improve efficiencies around campaignsWork and integrate with the marketing teams around delivering customer communications and utilizing a range of communication channels as part of the campaign deliveryMonitor 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 campaignsEducation

• Grade 12/ Matric

3 Year Marketing or Equivalent degreeExperienceA minimum of 4-6 years in a CRM and or marketing rolePrevious experience in and knowledge of Timeshare is an advantageExperience in social media and community management is an advantageExperience in events /activations is an advantageConfidentiality is a critical part of this roleSkills and KnowledgeAnalyzingCollecting information (sourcing; checking and / or documenting)Maintaining FocusActing with energy and enthusiasmIntegrating (Connecting, Relating, Collaborating)Managing customer and stakeholdersOrganizing and coordinatingClerical Administrative functionsTimeshare product and procedure knowledgeProject Co-ordinationComputer Literacy (MS Office / EGS)IFS (Purchase requisitions)Written and verbal communication skillsAbility to work with and maintain confidential informationDirect MarketingData InterpretationKnowledge of social media platforms, social media management toolsOnline Reputation ManagementDigital acumenEquityPreference 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.

Sun International