Customer Relationship Officer

KEY RESPONSIBILITIES:

Member Engagement and Support:

• Serve as the primary point of contact for club members, addressing questions, concerns, and feedback with professionalism and empathy.
• Greet members warmly and provide personalized assistance to ensure a seamless experience.
• Actively promote membership upgrades, class bookings, and premium services.

Complaint Resolution:

• Handle member complaints and resolve issues promptly, escalating to management when necessary.
• Follow up to ensure issues are resolved to the member s satisfaction.

Membership Management:

• Assist with member onboarding, renewals, cancellations, and account management.
• Maintain accurate member records in the system, ensuring data privacy and security.

Collaboration:

• Work closely with other departments (sales, wellness, and operations) to coordinate member services and ensure smooth communication.
• Support marketing initiatives by promoting events, offers, and programs.

Facility Tours and Promotions:

• Conduct guided tours for prospective members, highlighting the club s premium amenities and services.
• Proactively recommend personalized services to enhance the member experience.

Member Retention:

• Build strong relationships with members to understand their wellness goals and ensure a high level of engagement and retention.
• Identify at-risk members and implement strategies to enhance their experience.