Loyalty Executive

Get to know the Role:

Responsible for close communication and relationship management on our Grab Car driver-partners to improve productivity, advocacy, and loyalty for Grab.

The day-to-day activities:

• Focus on driver-partner loyalty & engagement strategy execution

• Assist management to execute initiatives to increase Driver-partner retention and engagement which shall include:

  • Operate existing loyalty programs to increase Driver-partner loyalty.

  • Work with communications team and driver marketing team to increase the awareness of current loyalty programs to driver-partners.

  • Involve in executing driver-partners relationship building events and activities.

  • Involve in executing data-driven retention campaigns in collaboration with the driver marketing team or business development team.

  • Ensure clear communications to driver-partners on loyalty programs/ efforts across all owned channels (e.g. web page, social media)

  • Engage partners whenever necessary via calls, emails, or face-to-face interaction (e.g. follow-up from feedback, investigate and handle disputes on reward points and answer driver’s enquiries regarding driver rewards).

  • Manage driver rewards portal (e.g. upload new reward offers, update driver-partner’s data)

  • Ensure clear internal teams communications on new driver-rewards and redemption methods

  • Handle day to day operations which include data preparation for Reward Partners.

The must haves:

• At least 1 year of working experience in loyalty/customer experience

• Excellent written and oral communication, presentation, and interpersonal skills.

• Fluent written and oral English is required.

• Process-oriented background, with high attention to detail

• A start-up attitude – willing to work hard to get things done

• Being "on the ground" – willing to directly engage Partners to build relationships and understand their feedback

• Strong in relationship building and able to relate to people at all levels. Maturity to handle a wide range of customers.

• Demonstrate integrity and professionalism, with a customer-centric and data-driven decision-making mindset

• Proficient in Microsoft Office

• Possess a diploma and/or university degree in preferably psychology or business disciplines