We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth. Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions. We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

The Objective 

As a Fulfilment Coordinator/Executive, the primary role is to assist the Fulfilment Manager of the Performance Improvement team in managing the entire process of Rewards Fulfilment, inclusive (but not limited to) rewards proposal, catalogue curation, redemptions and fulfilment for all client programs offered in both local and regional Asia Pacific programs. Client programs will widely comprise of rewards clients, projects run by the Account/Project Managers, as well as external events managed by Corporate Division.

The role requires a range of skills, from sound operational understanding of all aspects of fulfilment operations management through to mature, resourcefulness, attention to detail, professional communications, and even-handed vendors (internal and external) management.

Overall, the support towards a successful rewards fulfilment management will lead to the achievement of the financial goals and growth of the department.

The Work

Fulfilment Operations & Clients Program Management (60%)

• Management of all fulfilment of rewards to clients and its program participants
• Management of all vendors (including fulfilment partners/offices) relationships
• Price, availability, and stocks review with vendors
• Monthly (regular) contact with vendors regarding stocks availability and price changes
• Management of all products (fulfilment items) related issues that arise from redemptions such as lost rewards, Proof of Delivery (POD), incorrect rewards, irregular orders etc
• Management of insurance with reward vendors (if applicable)
• Sourcing for new vendors when required
• Sourcing for applicable products image library, organizing and updating product library
• Management of clients and vendors enquiries
• Ensure product process is effective and efficient – ie irregular orders are followed up, timeliness
• Manage monthly outstanding purchase order listing report and follow up
• Design of product marketing specials and seasonal offers, followed by promotions set-ups
• Rewards Communications - Replying program support emails and managing enquiries
• Other related rewards management general administration duties
• Management of clients and customers where applicable with Account Managers
• Ensuring entire product process and procedures are being adhered to by other team members
• Always looking to refine and streamline product process
• Liaising with Account Managers or Project Managers to develop and market product to clients
• Build and maintain on-going relationships to create opportunity for MCI’s services
• Provide effective service to internal and external clients
• Assisting other Performance Improvement and Corporate Division team whenever required
• Additional relevant tasks as required

Rewards Financial Management (20%)

• Sourcing, Negotiating best rates of a varied list of exciting reward items, delivery and insurance
• Meet and exceed revenue targets

Administration & Project Management (20%)

• Full management of program emails and enquiries, handling email correspondence with program stakeholders or program participants, answering of phone enquiries from program participants, forwarding program or client-related messages to relevant parties, and liaise all forms of communications for program support
• Managing program communications, including contents, designs and implementations (e.g. edm broadcast or collaterals productions and distribution)
• Preparation of program reports
• Supporting program activities review and any validation process of program operations
• Process program information and data completion on system tools
• Create, maintain and update program participants records
• Facilitate the sending acknowledgement of customers’ e-mails, letters and online ordering of which computing the details of the order on computing system after making the necessary checks.
• Support client billing and vendor payments
• Support business plans and proposals upon requests
• Manage support for all operational elements of given clients projects, e.g. points-based web platforms, communications collaterals, rewards fulfilment, incentive trips, etc
• Support research on opportunities to implement MCI Performance Improvement services.

The Hive

• The role reports to Fulfilment Manager of Performance Improvement.
• The role may also be required to provide information of clients projects to Director of Performance Improvement.

The Good to Have

• Well-rounded individual, resourceful and self-initiated
• Excellent communications skills (verbal and written), outstanding interpersonal skills, able to build and maintain clients/vendors relationships at all levels, and a good team player.
• Great growth mindset, proactive disposition with strong negotiation and problem-solving skills.
• Understanding both contemporary and conventional work processes.
• Superior presentation skills, able to present well with an engaging personality and passionate on using digital, analogue and hybrid solutions.
• Strong organizational skills and ability to handle multiple tasks and priorities while demonstrating excellent time management skills.
• Attention to detail and able to work autonomously and independently without direct supervision.
• Takes initiatives and ownership of job tasks.
• Strong research background to explore the industry, drawing information from a variety of sources and analyse research findings to develop concept plans & strategies.
• Excellent knowledge in Microsoft Office suite applications (Excel, Word, PowerPoint, Outlook, Copilot) or relevant digital tools to deliver winning solutions.
• Proficiency in using web-based applications, platforms, and processes.
• Good knowledge of technology systems and processes including web development, digital solutions, virtual presentations, and hybrid experiences.
• A background in digital marketing, incentives rewards, and recognition solutions would be an advantage

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!