Member Experience Manager - (Customer Service) -Female
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Key skills for this role
About the Role
Fit n Glam seeks a Member Experience Manager to lead customer service, drive member retention, and manage team performance. The role requires strategic thinking, complaint resolution, and retail oversight in a women's fitness club.
Key Skills for This Role
Responsibilities
- Manage performance and develop employees
- Handle member complaints and provide resolution within 48 hours
- Oversee club operations and retail on a regular basis
- Conduct individual goal setting with CRM team and ensure KPI achievement
Requirements
- Experience in customer service management
- Ability to lead and motivate a team
- Strategic and analytical problem solving skills
- Experience with CRM systems
Full Job Posting
Purpose of the Role
- A CRM Manager is responsible for providing excellent customer service by leading and motivating the team.
- The goal is to keep the department running efficiently and profitably, increasing customer satisfaction, loyalty, and retention.
Key Responsibilities
- Manage performance and develop employees
- Train, mentor, coach and motivate the team
- Attend HOD and business meetings as required
- Conduct individual goal setting with CRM and ensure to achieve KPIs
- Execute smooth membership administration processes
- Deliver proactive and effective interactions with members for retention
- Take ownership of customer issues and follow through to resolution
- Maintain open line of communication on business related issues
- Support all departments and CGM to deliver business needs
- Handle member complaints and provide response within 48 hours
- Handle cancellation requests following correct protocol
- Connect and negotiate with Retail suppliers
Requirements
- Experience in customer service management
- Ability to lead and motivate a team
- Strategic and analytical problem solving skills
- Experience with CRM systems preferred
Compensation
- Pay: Up to AED 8,000 per month
Work Location
- In person
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