Member Experience Manager at Karen Country Club

Duties and Responsibilities:

• Develop and maintain strong relationships with members to encourage participation in Club events and maintain an elevated level of member satisfaction.
• Monitor member trends, queries, and issues to facilitate an understanding of their needs for the purposes of directing relationship management and marketing.
• Maintain an issues database to track member feedback at all levels including complaints, complements, suggestions etc. and resolve member issues from all touch points at the Club.
• Effectively address member and operational queries on a day-to-day basis.
• Manage all steps of member onboarding and off boarding process.
• Design and implement initiatives to acculturate new members, and others to keep current members engaged.
• Effectively communicate with stakeholders to increase knowledge of membership goals, membership satisfaction, member retention, and member related activities.
• Train staff to provide the highest standards of service.
• Work closely with the credit control department to ensure billing and payment matters are addressed professionally and as guided by the Club by-laws and policies.
• Develop and execute a comprehensive communications strategy that enhances the awareness of the Club’s brand both to the public and to the Club’s member community.
• Develop and publish marketing materials, posters, memos on news and announcements and internal publications.
• Develop and implement a Marketing Strategy for the Club.
• Manage production of member-related communication materials to keep members abreast of ongoing/upcoming Club activities.
• Oversee all Club-level member communications and partner with marketing and creative service providers for development of all necessary materials.
• Maintain marketing initiatives that will ensure effective revenue generation of the Club.
• Ensure the front of Club operations run smoothly and any challenges are addressed.
• Oversee member bookings and ensure handover is made to the events department.
• Ensure optimal utilization of the Club system for value addition from the data therein.
• Ensure standard operating procedures (SOPs) and policies are in place and adhered to.
• Prepare membership reports such as monthly member movement reports, sales analysis reports.
• Responsible for member data both electronic and physical forms.

Required Qualifications and Experience

• Degree in Marketing, Public relations, or Communications
• Diploma in Customer Service
• Minimum of 7 years’ experience in the hospitality or service industry.
• Experience in use of ERPs/CRMs
• Knowledge of relationship management metrics and service charter.
• Experience in relationship management, marketing, media relations and event planning

Personal Attributes & Functional Skills

• A high level of confidentiality, ethics, and integrity.
• Excellent people and relationship management skills.
• Strong analytical, customer service, communication, and interpersonal skills.
• Open minded, positive attitude with an ability to remain calm in difficult situations.
• Ability to tactfully address matters assertive, firm yet hospitable.
• Ability to hold multiple perspectives and show mental agility in approaching problems.
• Effective management of time and priorities.
• Ability to multi-task and produce high-quality work.
• Excellent planning, organization skills and time management.
• Ability to work across a range of projects with multiple stakeholders.
• Initiative-taking with a sense of ownership, resourceful and pro-active.
• Ability to monitor and interpret trends.