Membership Sales & Revenue Generation
• Drive membership sales by converting walk-in customers, referrals, event visitors and qualified leads into paid members.
• Develop and execute customer engagement strategies to improve membership acquisition and conversion rates.
• Ensure achievement of monthly, quarterly, and annual membership sales targets.
• Monitor sales funnel performance and implement initiatives to improve enquiry-to-membership conversion.
• Identify opportunities for membership upgrades, renewals, referrals and cross-selling of company offerings.
• Ensure timely follow-up of all prospective members through structured engagement plans.
Guest Experience Management
• Design and deliver a premium customer experience across all customer touchpoints.
• Ensure every guest receives personalized assistance throughout their visit.
• Develop standardized guest engagement protocols and service excellence guidelines.
• Handle VIP customer interactions and critical customer concerns with professionalism.
• Monitor customer satisfaction levels and implement initiatives for continuous improvement.
• Ensure timely resolution of guest feedback and complaints.
Customer Relationship Management
• Build long-term relationships with members to improve retention and advocacy.
• Develop engagement activities for existing members to increase loyalty and referrals.
• Maintain accurate customer data and interaction history within the CRM system.
• Ensure structured communication throughout the customer lifecycle.
Team Leadership & Performance Management
• Lead, coach, and develop the Guest Relationship team to achieve business objectives.
• Set individual KPIs and monitor team productivity and customer engagement effectiveness.
• Conduct regular training on customer experience, hospitality standards, objection handling and membership sales.
• Foster a high-performance, customer-centric culture.
Sales Coordination & Business Support
• Coordinate with Sales, Marketing, CRM, Dig