Senior Manager Member Experience

2 weeks ago

Mumbai, Maharashtra, India Careernet Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Dear Candidates,

We have urgent opening for the position of Senior Manager - Member Experience in leading Hospitality Industry for Mumbai location.

Designation: Senior Manager - Member Experience

Location: Mumbai

Member Experiences and Engagement

  • Monitor and enhance the overall member journey from onboarding to renewals, ensuring consistency with brand tone.
  • Build and nurture strong relationships with members, anticipate needs and promptly resolve concerns with discretion and efficiency.
  • Generate referral leads for the Membership Sales team to take forward and convert potential clients into members. Assist with acquisition of new members with the right profile mix.
  • Ensure consistency of interactions, purposeful conversations with members and deliver consistent member satisfaction.
  • Solicit feedback, recommendations based on pre-defined questionnaires and present key findings / metrics to the Leadership and Operations team on a regular basis.
  • Develop and implement strategies to enhance member engagement initiatives.
  • Organize curated events for members and Memberships. Administer and implement programmes aimed at increasing member engagement and retention.
  • Act as a member advocate, ensuring their feedback positively influences product development and business administration.
  • Represent the brand at community events, external meetings and member functions.

Brand Stewardship

  • Ensure club ambience, member communication, events and hospitality experiences align with the brands DNA.
  • Provide continual inputs on member feedback and club activations.

Experience Innovation & Intelligence

  • Curate feedback loops, member surveys and intel gathering to track sentiment.
  • Scout and report opportunities for surprise and delight moments, discreet gestures and member personalization.
  • Provide ongoing feedback to the Line manager on service gaps, tone and brand alignment.
  • Track and report complaints and compliments to inform Line manager.

Build Long-term Relationships

  • Serve with an understanding and anticipation of member requirements and recommend services that best meet their needs and exceed expectations.
  • Deliver efficient solutions, by creating a mechanism to channel issues to the Leadership and/or appropriate stakeholders.

Collaboration with Operator

  • Act as a liaison between the Management and Operator to ensure member experience KPIs are upheld.
  • Attend operational, F&B, Marketing, Sports, Kids Club and Spa departmental meetings selectively to represent the organizations perspective.

If you are interested please share your updated cv at

Regards

Priya Pal

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