VIC Service Officer VIC主任

Major Responsibilities and Objectives:
岗位描述：
Participate in formulating and executing the mall’s annual strategy for high-net-worth members to achieve key targets including member size, engagement, and sales. Plan, design, introduce, and manage exclusive, high-value membership benefits to enrich the member ecosystem. Enhance member loyalty, interaction frequency, and brand affinity through well-designed and implemented membership events.
参与制定并执行商场年度高净值会员发展战略，确保会员数量、活跃度及销售额等核心指标的达成。策划、设计、引入并管理具有独家性、高附加值的会员权益项目，丰富会员权益生态圈。通过会员活动策划与执行有效提升会员粘性、互动频率及品牌好感度。
Major Tasks & Activities:
主要工作：
Participate in developing medium-to-long-term strategies for high-net-worth members, ensuring achievement of key performance indicators and alignment with overall mall objectives. Drive implementation within areas of responsibility.
参与制定商场高净值会员中长期发展战略，确保会员关键业绩指标达成。将其与商场整体业务目标相结合，并负责在所辖领域内推动战略落地。
Plan, organize, and execute exclusive events for high-value members to strengthen retention and brand loyalty.
高端会员专属活动全流程策划，以提升会员粘性与品牌忠诚度。
Continuously collect member VOC (Voice of Customer), conduct in-depth data analysis, and deliver insightful reports to support business decision-making.
随时跟踪会员反馈, 深度分析会员数据并提供洞察报告，为业务决策提供数据支持。
Identify and propose functional optimization needs for the CRM system to improve its effectiveness in supporting membership operations. CRM系统日常使用时的功能优化需求，确保其高效支撑会员运营。
Oversee daily VIP lounge operations, environment, and service standards to ensure a premium client experience.
监督贵宾室的日常运营、环境与服务标准，确保顶级客户体验。
Train and manage the service team, and personally handle complex needs and complaints from high-tier members.
培训与管理服务团队，并亲自处理高阶会员的复杂需求与投诉。
Maintain efficient collaboration with other departments to jointly promote the implementation of member-related projects.
与其他部门保持高效协作，共同推动会员相关项目的落地。
Skills, Qualifications and Experience Requirements:
职位要求：
3+ years of experience in luxury retail, hospitality, or service industries, including at least 1 year in team supervision or project management.
3年以上高端零售、酒店或服务行业经验，其中包含1年以上团队督导或项目管理经验。
Proficient in the daily use and functional application of CRM systems to effectively support membership operations. 熟悉会员关系管理（CRM）系统的基本操作和逻辑。
Meticulous attention to service details with a deep understanding of high-end lifestyles. 对服务细节有极致追求，具备对高端生活方式的深刻理解。
Adaptable to a fast-paced environment, able to multitask effectively and manage unexpected situations.
能适应快节奏的工作环境，妥善处理多任务并行和突发事件。
Excellent communication skills, a customer-oriented approach, and strong interpersonal abilities.
具备出色的沟通技巧、亲和力和客户导向意识。
Detail-oriented, strong execution skills, and capable of handling multiple tasks simultaneously.
注重细节，具备良好的执行力，能够同时处理多项任务。

Competencies Requirements:
能力要求：
Cultivates Innovation 培育创新
Changemaker who loves to innovate and think up new and better ideas for the Company’s success.
勇于创新和变革，能提出全新和更好的想法，帮助公司迈向成功。
Decision Quality 决策质量
Decisive leader who can make firm and timely decisions.
能及时和果断地做出明确的决策。
Business Acumen 商业敏锐度
Adept business, financial, and market knowledge; able to make business decisions and advance the Company’s goals.
拥有娴熟的商业、财务和市场知识，能够做出正确的商业决策，推动达成公司目标。
Drives for Results 追求结果
Self-driven go-getter who is result-oriented and powers through tough situations.
有自我推动力、冲劲和进取心，以结果为导向，即使在艰难的情境下也能达成目标。
Ensures Accountability 确保承担责任
Strong sense of accountability and ownership towards commitments, and the ability to establish clear responsibilities for measuring results.
拥有强烈的责任心和使命感，能制定清晰的职责和指标来衡量工作成果。
Optimises Work Process 优化工作流程
Optimiser who can set up efficient and sustainable processes to carry out departmental projects.
能建立有效和可持续的工作流程，帮助完成部门工作。
Builds Effective Teams 建设高效团队
Excellent team leader who can juggle skills and perspectives to achieve team goals.
有优秀的团队管理能力，能熟练运用不同的技巧和视角管理团队成员，以达成团队目标。
Drives Engagement 提升敬业度
Ability to engage team members to perform at their best potential and achieve deliverables.
能激励团队成员发挥最大潜力，实现个人绩效目标。
Situational Adaptability 情景适应能力
Quick and proactive in adapting to changes in work demands and situations.
能快速和主动地应对工作要求和情境的变化。