Member Experience Manager
7 days ago
**The job**
1. **Lead and manage the customer service team to deliver exceptional experiences at every touchpoint.**
Oversee the customer service operations to ensure every member interaction, from initial inquiries to ongoing support, is positive, personalized, and aligned with Virgin Active’s service standards. This role is pivotal in fostering a welcoming, friendly, and responsive environment, ensuring that every member feels valued, understood, and supported in their wellness journey.
2. **Develop and implement customer service strategies that enhance satisfaction, loyalty, and retention.**
Create and execute strategies that deliver outstanding service, focusing on both proactive engagement (e.g., wellness check-ins, personalized service) and reactive support (e.g., handling inquiries and complaints). Ensure all team members are trained to deliver personalized, efficient, and empathetic service, reinforcing Virgin Active’s reputation for heartfelt service.
3. **Utilize member feedback and data to continuously improve service quality and identify new opportunities.**
Gather, analyze, and act on member feedback through surveys, reviews, and direct interactions to ensure service improvements are always in line with customer expectations. Leverage insights to identify gaps in service and opportunities to innovate, ensuring that Virgin Active is always responsive to member needs.
**Key responsibilities**
1. **Manage and mentor the customer service team to ensure top-tier service delivery.**
Provide ongoing training and coaching to the customer service team to ensure they are equipped with the knowledge and tools to deliver high-quality service. Set clear expectations and provide regular feedback to help the team meet and exceed performance standards.
2. **Develop and monitor service quality standards and KPIs to drive continuous improvement.**
Establish clear service metrics (response times, satisfaction scores, etc.) and regularly assess team performance against these standards. Identify opportunities for improvement and implement corrective actions where necessary.
3. **Handle complex member inquiries and complaints with professionalism and empathy.**
Serve as the point of escalation for any challenging or high-priority customer service issues. Resolve conflicts in a manner that is both empathetic and solution-oriented, turning potentially negative experiences into opportunities to build member loyalty.
4. **Implement a member loyalty program and create initiatives to enhance member engagement.**
Work with marketing to develop loyalty initiatives that reward long-term members and encourage deeper engagement with the brand. Design programs that make members feel special and appreciated, whether through personalized wellness journeys or exclusive events.
5. **Create a culture of service excellence within the team.**
Lead by example, promoting a positive, service-first culture that prioritizes the needs and wellness of members. Encourage the team to anticipate member needs, go above and beyond in delivering service, and actively seek out ways to make each member’s experience better.
6. **Collaborate with cross-functional teams to ensure a seamless member experience across all touchpoints.**
Work closely with the sales, fitness, and operations teams to ensure consistent communication and a unified approach to member service. Ensure that members’ journeys are smooth from the moment they inquire about membership to their ongoing experience at the club.
**Key performance indicators**
1. **Member satisfaction**: High member satisfaction scores and positive feedback (NPS, surveys, reviews) regarding customer service.
2. **Response time and resolution efficiency**: Quick and effective resolution of member inquiries, complaints, and requests.
3. **Retention and loyalty metrics**: Increase in member retention rates driven by exceptional service, and growth in member participation in loyalty programs or initiatives.
**Job Types**: Full-time, Permanent
Pay: From QAR12,000.00 per month
Application Deadline: 01/01/2025
Expected Start Date: 01/02/2025
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