Position Title
Manager, Member Services
Reporting To
Senior Manager, Member Relations
Position Summary
This role is responsible for overseeing end-to-end service performance and experience across all Enrich member touchpoints, acting as the central control tower for service delivery and service excellence. The role governs operational performance across internal teams and external service providers, ensuring consistent, high-quality member experience aligned with service standards, policies, and customer expectations. This position leads service performance monitoring, analytics, and continuous improvement initiatives, translating insights from member feedback, operational metrics, and system performance into actionable improvements. It operates within a multi-stakeholder environment, coordinating with internal business units and third-party providers to ensure service consistency, accountability, and delivery excellence.
Key Accountabilities
- 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 improvements.
- Service Delivery Oversight (Internal & External) - Oversee day-to-day service delivery performance across centralised contact centres, internal business units, and third-party providers, ensuring accountability and alignment to expected outcomes.
- Service Excellence & Customer Experience Framework - Drive the development and implementation of service standards, policies, quality frameworks, and continuous improvement initiatives to enhance member experience.
- Customer Feedback & Insight Management - Consolidate and analyse customer feedback across all channels to identify trends, root causes, and systemic issues, and ensure closure through structured action plans.
- Escalation & Incident Governance - Oversee management of critical escalations and service incidents, ensuring timely resolution, root cause identification, and prevention of recurrence.
- Cross-Functional Service Alignment - Collaborate with Digital Experience, System Delivery, Operations, and Marketing teams to ensure seamless integration between systems, processes, and service delivery.
- Vendor & Partner Management Oversight - Govern third-party service providers and contact centre partners, ensuring SLA compliance, performance accountability, and continuous improvement.
- Process Optimisation & Continuous Improvement - Identify operational inefficiencies and service gaps, and lead initiatives to streamline processes, improve service delivery, and enhance member satisfaction.
- Team Leadership & Capability Development - Lead and develop Service Excellence and Service Delivery teams, building capability in performance management, analytics, and customer experience
Qualifications / Areas of Experience
- 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
