Member Experience Executive

About the role

The Member Experience Executive is responsible for overall member retention by delivering high‑quality customer service, assisting with account maintenance, and recommending appropriate programs, products, and services.

Key responsibilities

• Greet and service members at the reception in a friendly, professional manner.
• Respond promptly to member needs and maintain positive relationships, knowing members by name where possible.
• Answer and transfer phone calls efficiently.
• Contact members via phone, email, and in‑club conversations to build relationships and engage them in relevant offerings.
• Track all service conversations and appointments in the CSS system.
• Demonstrate courteous, cooperative, and professional behavior toward internal and external customers.

Required profile

• Proven experience in customer service within a reputable organization.
• Extensive knowledge of club activities, promotions, policies, and procedures.
• Ability to enforce company policies tactfully.
• Excellent communication, listening, and interpersonal skills.

Required skills

• Customer service expertise.
• Knowledge of fitness club programs and services.