The VP – Customer Operations will lead and scale the end-to-end customer operations strategy, ensuring a consistent, high-quality member experience across all physical and digital touchpoints. The role is accountable for service delivery, loyalty operations, partner enablement, and operational risk, while driving continuous improvement to support rapid growth of the Loyalty Program.

• Own and execute the end-to-end customer operations strategy across contact centres, in-mall desks, and digital support channels.

• Define and govern operational processes, SLAs, and KPIs to improve response times, resolution rates, and member satisfaction.

• Scale operational capabilities through effective resourcing, outsourcing, and t...