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会员体验经理,三十三俱乐部 Member Experience Manager, Club 33

立即申请 稍后申请 职位ID 10025447 工作地点-国家/地区 上海, 上海, 中国内地 工作发布公司 Shanghai Disney Resort 发布日期 2022/10/19

职位介绍

上海迪士尼度假区的“三十三俱乐部”是会员专享的俱乐部,在度假区内,为会员提供众多尊贵礼遇、优待福利以及会员餐饮服务。从成为“三十三俱乐部”会籍会员开始,“三十三俱乐部”团队将为会员提供全方位的服务。

Shanghai Disney Resort Club 33 is an exclusive membership club that offers our legendary Guest service as well as exclusive and privileged resort-wide experiences to all the Members. By joining this exclusive Club, Club 33 service team will provide the exclusive Member services.

主要职责Key Responsibilities

  • 管理并指导三十三俱乐部呼叫中心的日常运营与服务,根据需要收集和分析相关数据

Manage and coach Club 33 call center daily operations as well as the daily service performance. Collect and analyze the relevant data as required

  • 负责处理新会员的入会手续,创建会员档案,会员账号以及会员每年会籍的续费

Responsible to maintain the set target of new Member onboarding’s, consistent quality of documentation as well as the membership account creation, and manage the membership program for annual enrollment renewals

  • 管理并指导三十三俱乐部助理专员在其岗位上的工作与职责,包括但不限于三十三俱乐部会员续费,沟通协调,特别活动以及其他的与会员管理和体验相关的工作

Manage and coach Associate Club 33 Specialist in their roles and responsibilities relative to the overall management of Club 33 programs, including but not limited memberships renewals, Member correspondence, special events and other Member management and experiences

  • 负责并支持会员类型、入会费以及年费的调整,会员权益和福利的升级或取消

Support changes to Member types, initiation and annual dues, changes to membership capacity and introduction/elimination of benefits and privileges

  • 协助制定定期的会员活动计划和方案以及相应的费用

Oversee regular operating plan for the membership experience and event, including the administration cost plan

  • 制定会员手册, 确保会员遵守会员准则并合理的使用会员福利

Establish and monitor compliance with all membership rules and regulations documented in program agreements in order to ensure the proper usage for the membership benefits

  • 与不同业务部门的合作伙伴建立良好的合作关系,包括但不限于乐园运营、酒店运营、餐饮、商品等部门,共同发展,组织,管理并为所有会员提供始终如一的会员计划,服务和体验

Establish solid working relationships with partners from different Lines of Business, including but not limited park operations, hotel operations, Food & Beverage, and Merchandise, to develop, organize, manage, and deliver Member overall club programs, offerings and experiences

  • 管理及协调三十三俱乐部行政及服务团队人员每日的工作时长及调休,并根据具体需求进行相应调整

Monitor daily man-power and scheduling for Club 33 administration and service team and implement adjustments accordingly

  • 管理和维护相关的会员系统以及会员专属网站,制定俱乐部会员宣传材料和会员手册等。定期或季节性的制定和组织属于会员的专属活动,打造‘用钱买不到’的尊享体验

Manage maintenance of all Member systems and Member website, develop Club 33 promotional material, membership brochures, etc. Develop and organize monthly / seasonal Member’s exclusive activity / event, to enhance the ‘money cannot buy’ experience

  • 确保即时回复会员关于俱乐部的相关问题并记录会员对于俱乐部项目的预期和建议以便及时更新会员项目计划

Ensure timely response to Member’s concerns and records new and prospective Members’ reactions to facilities and programs for program refinement

  • 确保定期和不定期的与所有会员进行沟通和交流,介绍有关于三十三俱乐部的会员计划和活动,关注会员的需求并最大程度的提升会员体验度。为特殊身份的会员提供定制的专属服务

Ensures prompt and regular communication with all Members regarding club membership programs, campaigns, and activities. Handle highly sensitive and top-level VIP guests

资格要求Required Qualifications

  • 大学或同等及以上学历

College degree or equivalent, and above

  • 4年贵宾接待行业的工作经验

4 years of work experience in hospitality or guest service industry

  • 出色的沟通技巧,包括有能够通过协作的方式沟通微妙棘手的信息,且令人信服

Excellent communication skills, which includes the ability to communicate delicate and difficult messages in a convincing and collaborative manner

  • 根据工作的需要,在办公室及现场均能接受弹性工作制

Ability and willingness to be flexible in working hours, both in office and on site, based on needs

  • 在服务会员的任何时刻保有呈现高品质、重细节的卓越服务的热情

Demonstrated passion in delivering top-level, detailed oriented excellent services at every point of contact with members

  • 熟练的计算机技能(Word, Excel, PowerPoint, Outlook)

Computer literacy (Word, Excel, PowerPoint, Outlook)

  • 熟练的中英双语听说读写能力

Proficiency in writing, reading and speaking Mandarin and English

  • 会第三种语言者优先(非必需)

Third language is a plus, not essential


关于 Shanghai Disney Resort:

上海迪士尼度假区是中国大陆的第一个迪士尼度假区,在这里,亲朋好友们可以尽情体验和畅享一个充满奇幻、想象、创意和探险的全新世界。该度假区是上海迪士尼主题乐园的所在地,内设两座主题酒店,一个大型购物、餐饮和娱乐区——迪士尼小镇,一座百老汇风格的剧院,星愿公园和其他户外休闲区域。上海迪士尼度假区的演职人员为游客提供世界一流的服务,该度假区专为中国人量身打造了正宗地道的文化氛围和主题,淋漓尽致地展现了经典的迪士尼故事和人物角色。上海迪士尼度假区能够迎合各类人的需求,包括惊险刺激的探险之旅以及郁郁葱葱的花园。在这里,游客们可以尽情放松,畅享丰富的互动体验。

关于 华特迪士尼公司 (公司):

华特迪士尼公司连同其子公司和关联公司,是一家领先的多元化国际家庭娱乐和媒体公司,拥有以下业务板块:媒体网络、乐园和度假区、影视娱乐、消费产品和互动媒体。它从 20 世纪 20 年代的一家小型卡通工作室,一跃发展成为当今娱乐业中的翘楚,可谓是家喻户晓。迪士尼公司非常荣幸地继续秉承其传统,为每位家庭成员打造世界一流的故事和体验。迪士尼的故事、人物和经历吸引了世界各地的消费者和游客。我们在 40 多个国家及地区经营业务,我们的员工和演职人员携手努力,打造在全世界和当地都备受钟爱的娱乐体验。

此职位隶属于 Shanghai Intl Theme Park Company, Ltd., 即我们称为 Shanghai Disney Resort 业务的一部分。

具体的福利基于职位有所不同,可能根据公司政策进行调整。 上海迪士尼度假区不会委托任何人或第三方机构向求职者收取费用。候选人请务必通过度假区官方招聘渠道获取度假区招聘的相关资讯。

公司规定,向所有员工和候选人提供同等就业机会,无论种族、宗教、肤色、性别、家庭状况、性取向、原国籍、年龄、婚姻状况、退伍军人身份、智力或肢体残疾、怀孕、民族/种族、外来务工人员身份、传染病原携带者身份或法律规定的其他类别。此“平等就业机会”涵盖但不限于员工聘任和雇佣、升职、降职、调动、解除/终止雇佣、工资水平和其他薪酬形式、教育和培训等方面。

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