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Major Responsibilities and Objectives: 
崗位描述：
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.
參與制定并執行商場年度高凈值會員發展戰略，確保會員數量、活躍度及銷售額等核心指標的達成。策劃、設計、引入并管理具有高附加值的會員權益項目，豐富會員權益生態圈。通過會員活動策劃與執行有效提升會員粘性、互動頻率及品牌好感度。

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.
參與制定商場高凈值會員中長期發展戰略，確保會員關鍵業績指標達成。將其與商場整體業務目標相結合，并負責在所轄領域內推動戰略落地。
Plan, organize, and execute exclusive events for high-value members to strengthen retention and brand loyalty.
高端會員專屬活動全流程策劃，以提升會員粘性與品牌忠誠度。
Continuously collect member VOC (Voice of Customer), conduct in-depth data analysis, and deliver insightful reports to support business decision-making.
隨時跟蹤會員反饋, 深度分析會員數據并提供洞察報告，為業務決策提供數據支持。
Identify and propose functional optimization needs for the CRM system to improve its effectiveness in supporting membership operations. CRM系統日常使用時的功能優化需求，確保其高效支撐會員運營。
Oversee daily VIP lounge operations, environment, and service standards to ensure a premium client experience.
監督貴賓室的日常運營、環境與服務標準，確保客戶體驗。
Train and manage the service team, and personally handle complex needs and complaints from high-tier members.
培訓與管理服務團隊，并親自處理高階會員的復雜需求與投訴。
Maintain efficient collaboration with other departments to jointly promote the implementation of member-related projects.
與其他部門保持高效協作，共同推動會員相關項目的落地。

Skills, Qualifications and Experience Requirements:
職位要求：
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、酒店或服務行業經驗，其中包含1年以上團隊督導或項目管理經驗。
Proficient in the daily use and functional application of CRM systems to effectively support membership operations. 熟悉會員關系管理（CRM）系統的基本操作和邏輯。
Meticulous attention to service details with a deep understanding of high-end lifestyles. 對服務細節有追求，具備對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.
能適應快節奏的工作環境，妥善處理多任務并行和突發事件。
Excellent communication skills, a customer-oriented approach, and strong interpersonal abilities. 
具備出色的溝通技巧、親和力和客戶導向意識。
Detail-oriented, strong execution skills, and capable of handling multiple tasks simultaneously.
注重細節，具備良好的執行力，能夠同時處理多項任務。

Competencies Requirements:
能力要求：
Cultivates Innovation 培育創新
Changemaker who loves to innovate and think up new and better ideas for the Company’s success.
勇于創新和變革，能提出全新和更好的想法，幫助公司邁向成功。
Decision Quality 決策質量
Decisive leader who can make firm and timely decisions.
能及時和果斷地做出明確的決策。
Business Acumen 商業敏銳度
Adept business, financial, and market knowledge; able to make business decisions and advance the Company’s goals.
擁有嫻熟的商業、財務和市場知識，能夠做出正確的商業決策，推動達成公司目標。
Drives for Results 追求結果
Self-driven go-getter who is result-oriented and powers through tough situations.
有自我推動力、沖勁和進取心，以結果為導向，即使在艱難的情境下也能達成目標。
Ensures Accountability 確保承擔責任
Strong sense of accountability and ownership towards commitments, and the ability to establish clear responsibilities for measuring results.
擁有強烈的責任心和使命感，能制定清晰的職責和指標來衡量工作成果。
Optimises Work Process 優化工作流程
Optimiser who can set up efficient and sustainable processes to carry out departmental projects. 
能建立有效和可持續的工作流程，幫助完成部門工作。
Builds Effective Teams 建設高效團隊
Excellent team leader who can juggle skills and perspectives to achieve team goals.
有優秀的團隊管理能力，能熟練運用不同的技巧和視角管理團隊成員，以達成團隊目標。
Drives Engagement 提升敬業度
Ability to engage team members to perform at their best potential and achieve deliverables. 
能激勵團隊成員發揮潛力，實現個人績效目標。
Situational Adaptability 情景適應能力
Quick and proactive in adapting to changes in work demands and situations.
能快速和主動地應對工作要求和情境的變化。

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