MEMBER EXPERIENCE & OPERATIONS MANAGER / EXECUTIVE

Mô tả Công việc
Key Responsibilities
1. Daily Operations Management
Oversee the overall daily operations of the center, including opening and closing procedures.
Prepare staff schedules, workforce planning, and attendance management.
Ensure all facilities and customer touchpoints operate efficiently and effectively.
Supervise front desk operations and maintain excellent customer service standards.
Ensure consistent implementation and compliance with the Company's Standard Operating Procedures (SOPs).
2. Member Experience & Customer Service
Deliver an exceptional customer experience and maintain high levels of member satisfaction.
Handle member inquiries, feedback, complaints, and service recovery in a professional manner.
Develop and implement initiatives to improve member engagement and retention.
Monitor customer satisfaction and continuously enhance service quality.
3. Safety, Compliance & CRM Management
Ensure compliance with all safety regulations, operational policies, and emergency procedures.
Conduct regular safety inspections and manage incident reporting processes.
Maintain accurate member records, CRM data, visitor information, and facility usage records.
Analyze operational and customer data to identify opportunities for business improvement and operational excellence.
4. Team Leadership & Operational Excellence
Lead, supervise, coach, and develop the Front Desk and Operations teams.
Coordinate effective communication and collaboration among the Operations, Facilities, and Management teams.
Monitor operational KPIs and prepare regular operational performance reports.
Continuously identify opportunities to improve operational efficiency, business processes, and customer experience.
5. Event Operations & Support
Plan, coordinate, and support the execution of sports tournaments, corporate events, workshops, community programs, and promotional activities.
Coordinate venue setup, staffing, equipment, vendors, logistics, and overall event operations.
Ensure a seamless and high-quality experience for participants, members, and visitors throughout each event.
Work closely with the Marketing and Business Development teams before, during, and after events.
Conduct post-event evaluations, prepare operational reports, and recommend continuous improvements.