Customer Relationship Officer

The Customer Relationship Officer (CRO) plays a vital role in ensuring a superior experience for club members by building strong relationships handling inquiries and complaints and promoting premium services. This position requires delivering personalized service resolving issues effectively and fostering member satisfaction and retention.

KEY RESPONSIBILITIES:

Member Engagement and Support:

• Serve as the primary point of contact for club members addressing questions concerns and feedback with professionalism and empathy.
  
• Greet members warmly and provide personalized assistance to ensure a seamless experience.
  
• Actively promote membership upgrades class bookings and premium services.
  

Complaint Resolution:

• Handle member complaints and resolve issues promptly escalating to management when necessary.
  
• Follow up to ensure issues are resolved to the members satisfaction.
  

Membership Management:

• Assist with member onboarding renewals cancellations and account management.
  
• Maintain accurate member records in the system ensuring data privacy and security.
  

Collaboration:

• Work closely with other departments (sales wellness and operations) to coordinate member services and ensure smooth communication.
  
• Support marketing initiatives by promoting events offers and programs.
  

Facility Tours and Promotions:

• Conduct guided tours for prospective members highlighting the clubs premium amenities and services.
  
• Proactively recommend personalized services to enhance the member experience.
  

Member Retention:

• Build strong relationships with members to understand their wellness goals and ensure a high level of engagement and retention.
  
• Identify at-risk members and implement strategies to enhance their experience.
  

• Bachelors degree in hospitality customer service business or a related field (preferred)
  
• At least 12 years of experience in customer service sales or a similar role preferably in a premium or luxury service environment.
  
• Excellent verbal and written communication skills.
  
• Strong interpersonal and relationship-building abilities.
  
• Conflict resolution and problem-solving skills.
  
• High emotional intelligence and empathy.
  
• Proficiency in customer relationship management (CRM) software and office tools.
  
• Background in the fitness hospitality or service industry is a plus.