SJM Job

Position: Senior Manager - Loyalty Marketing
Department: Loyalty Marketing
Working Location: Taipa / Cotai
Post Date: 19/09/2025
Requirements: • At least 7 years of work experience in customer loyalty, customer service- or marketing-related field
• Experience in the retail, hotel, casino or integrated resort industries is necessary
• Experience in frontline customer service management and hospitality/ tourism-related marketing in Macau, China or Asia is an advantage
• Understanding and experience working with various systems such as Casino Management System, POS, Telemarketing System, PMS, Retail Management System is important
• Must possess a strong work ethic and be a hands-on and results-oriented leader who is committed and determined to achieve established goals and objectives
• Must exercise an executive presence, perform his/her duties using honesty and fairness and have the ability to inspire all team members to provide the highest levels of customer service and standards
• Must have the cognitive ability to deal effectively with people under high demanding conditions. Must be able to accomplish all assigned duties and work in conjunction with peers in a positive manner
• A creative thinker who can develop new and exciting ways to provide or project value to our guests
Responsibilities: • Work closely with various marketing divisions, guest services, Finance, IT, revenue management, hotel, casino and non-gaming operations and assist in the implementation of an integrated loyalty program of the property
• Assist in the development of an effective loyalty program including program strategy, card tier qualification, reward benefits/ structure, program system infrastructure, program operation logic/ processes, services and standards
• Work closely with external vendors and partners to offer attractive rewards and add value to the integrated loyalty program for the property
• Continuously analyze and understand customer needs and refine offers and rewards to deliver an attractive and competitive loyalty program
• Develop and maintain a customer database of high value and integrity through quality membership sign-ups in line with the departmental goals and strategies
• Assist in designing and implementing targeted and measurable loyalty promotions with marketing teams and business partners to recruit, develop and retain quality customers/members
• Assist in the development of relevant standard operating procedures and process flow to ensure smooth operation of the team
• Maintain and monitor the daily operations of the loyalty marketing team. Work closely with internal training team to develop service standards and continuously lead, train, and motivate a team of floor managers, supervisors and employees on shift in delivering 360° quality customer service and marketing programs effectively
• Build good rapport with customers, attend to their every need and deal with customer complaints and suggestions in a professional manner
• Communicate regularly with Marketing Services team to develop appropriate marketing communication plans and collaterals for loyalty marketing initiatives and to enhance the loyalty program awareness
• Cooperate and communicate regularly with Events and Promotions team to leverage and plan effective events and activities for loyalty members
• Keep abreast of market insights and competitors’ loyalty marketing strategies for continuous improvement of the program
• Conduct periodic reports to analyze the effectiveness of the loyalty program and recommend improvement actions
• Recommend short- and long-term team goals
• Assist the division head in conducting yearly business and budget planning and tracking for respective division
• Implement and monitor process and procedures for the smooth operation of the division
• Maintain excellent working relationships with peers of all departments, external vendors and partners
• Perform all other duties as assigned or required in order to meet the responsibilities of the position and for the Properties’ operations
• Comply with standard policies of the company at all times

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