Key Responsibilities
1. Customer Relationship Management & Membership Growth
- Manage all member and prospective member inquiries efficiently and professionally
- Handle membership onboarding, renewals, upgrades, and cancellations
- Ensure smooth coordination with internal departments for approvals and clearances
- Build and maintain strong relationships with Club Aqua members
- Ensure timely resolution of membership-related issues and concerns
- Support initiatives to drive membership growth and retention
2. Team Management & Frontline Operations
- Supervise, guide, and support frontline customer service staff
- Ensure staff are trained, motivated, and aligned with service standards
- Monitor daily operations of reception/front desk and member service areas
- Allocate duties, manage shifts, and ensure smooth manpower planning
- Lead by example in handling escalated customer situations
- Maintain a positive, disciplined, and service-oriented team environment
3. Customer Issue Resolution & Service Recovery
- Proactively handle and resolve member complaints and escalations
- Ensure quick turnaround time for issue resolution as per defined service standards
- Implement effective service recovery measures to retain member satisfaction
- Track recurring issues and implement preventive corrective actions
- Coordinate with departments for resolution of operational service gaps
4. Customer Communication & Feedback Management
- Ensure timely communication with members via email, app, helpdesk, or in-person channels
- Respond to customer feedback within defined timelines (within 24 hours where applicable)
- Track, analyze, and act on customer feedback and complaints
- Conduct follow-ups with members to ensure satisfaction after resolution
- Implement feasible improvements based on customer insights
5. Marketing & Communication Coordination
- Coordinate with the Marketing team for digital creatives, campaigns, and event promotions
- Share content such as photos, reels, and event highlights for digital marketing use
- Ensure timely communication of club updates, offers, and activities to members
- Support execution of promotional campaigns to increase engagement and footfall
- Assist in strengthening the club’s brand presence across digital channels
6. Member Engagement & Experience Enhancement
- Plan and execute engaging activities, events, and experiences for members
- Ensure diverse programming to cater to different member segments
- Analyze member participation, engagement trends, and footfall patterns
- Gather and incorporate member feedback into future event planning
- Enhance overall member satisfaction, loyalty, and retention
7. Operational Excellence & Coordination
- Ensure smooth coordination between departments (F&B, housekeeping, maintenance, marketing, etc.)
- Monitor daily club operations for service quality and consistency
- Ensure adherence to SOPs, safety standards, and service protocols
- Support implementation of operational improvements and efficiency initiatives
- Maintain high standards of cleanliness, hospitality, and service delivery
Pay: ₹60,000.00 - ₹130,000.00 per month
Benefits:
Work Location: In person
