Job Description

REQ12052 Executive, Global Marketing (Open)

The Executive, Global Marketing is responsible for assisting Director, Global Marketing on customer development and customer retention for the VIP market. The Executive, Global Marketing will assist to organise marketing trips for the Director and participate in events and promotions for Melco Resorts & Entertainment.

PRIMARY RESPONSIBILITIES:

• Retain Melco VIP customers and increase loyalty by serving as a personal contact to the VIP customers and ensure excellent customer service is delivered.
• Maintain the latest information regarding Melco VIP customer memberships, VIP customer programmes, VIP customer loyalty programmes and all other promotions.
• Liaison with Elite Services Team to facilitate and ensure a remarkable visit for the Melco VIP customers.
• Explain and assist with VIP customer programmes and settlement of accounts in an efficient manner.
• Greet and Meet VIP customers as when and needed.
• Responsible for transportation arrangements and room bookings for Melco VIP customers.
• Perform tours and be familiarised with all facilities and restaurants of Melco. This also includes tours for our business partners and their associates.
• Possess alertness of all Melco events and other events happening around Macau.
• Any other administrative job function or project as assigned by the Executive Director, Global Marketing.
• To comply with all relevant laws, rules and regulations and departmental and Melco Resorts & Entertainment policies & procedures.

KEY PERFORMANCE INDICATORS:

Customer Service

Ensure all customers enjoy a positive experience in a welcoming and entertaining environment through providing an exceptional level of customer understanding and service which meets their expectations and engenders brand loyalty.

• Measurement of customer satisfaction index.
• On-going contribution to customer profiles.
• Communicate information regarding quality new customers to relevant Marketing Office.
• Strong product knowledge.

Marketing

Utilise every customer contact as an opportunity to market Melco, gain feedback on events and initiatives, and identify possible competitive threats.

• Ensure delivery of excellent and exceptional customer service in accordance with Melco service standards.
• Provide drive for return visitation of VIP customers based on customers’ experience.

Compliance

Ensure that Melco meets its regulatory obligations through demonstrating personal awareness of all relevant legislation and managing employee compliance with all Melco Resorts & Entertainment policies and procedures.

• Maintain strict confidentiality and understand the implications of breaches of confidence.
• Competency testing on an annual basis.

Financial Objective

Perform all aspects of the role and always mindful of the impact, actions or decisions that may have on the financial profitability of Melco.

• Knowledge of Foreign Currency Exchange
• Manage costs associated with complimentary

QUALIFICATIONS:

Experience (please indicate minimum required and preferred experiences)

• Experience in hosting role is essential
• Experience in customer service is required

Education (please indicate minimum and preferred academic requirements)

• College graduates and above are preferred
• Proficient in Microsoft Office programs
• Proficient in English, Cantonese and Putonghua

Skills / Competencies (please indicate requisite competencies that are qualified for the position)

Knowledge of:

• Melco complex and operating environment
• Asian Culture
• Melco products, services and organisational structure
• Electronic and paper based filing systems
• Computer packages including Microsoft Office, Excel and electronic mail

Skills:

• Excellent communication (verbal and written) and presentation
• Ability to build rapport with all customers – both external and internal
• Ability to maintain confidentially and action sensitive issues with discretion
• Ability to field disputes, escalating where required along with all pertinent information
• Excellent organisational and time management skills
• Ability to multi-task and work under pressure

Personal Characteristics:

• Customer Service Leadership
• Approachable
• Diplomatic with customers, assertive with direct reports without being aggressive
• Flexible
• Excellent grooming, hygiene and presentation
• Display integrity
• Enthusiastic
• Highly motivated
• Organised
• Cooperative
• Efficient
• Sense of humour
• Team leader
• Pay attention to detail
• Motivational