The VP – Customer Operations is responsible for owning and scaling the end-to-end customer operations strategy for Darna, ensuring a consistent, high-quality member experience across all physical and digital touchpoints. The role oversees service delivery models, loyalty systems operations, partner enablement, and operational risk, while driving continuous improvement and readiness for rapid growth of the Loyalty Programme. This position ensures operational excellence, platform stability, regulatory compliance, and customer‑centric execution across the full loyalty lifecycle—from onboarding to redemption and issue resolution.

Roles And Responsibilities

Strategic Responsibilities

• Own the end-to-end customer operations strategy, designing and managing service models that deliver a consistent, high-quality experience across all Darna touchpoints, including contact centres, in‑mall desks, and digital support channels.
• Champion operational e...