About the job Member Experience and Retention Executive The Member Experience and Retention Executive focuses on engaging with members, addressing concerns, and implementing retention strategies to enhance loyalty. This role requires strong communication and problem-solving skills to ensure a positive experience and reduce churn rates. You will maintain accurate member records, provide after-sales support, and collaborate with internal teams to continuously improve member satisfaction. This position offers growth opportunities within the Member Experience team, with potential for increased responsibilities in retention strategies and team leadership.
Why Choose Us We're the most established fitness brand in Malaysia and part of the Evolution Wellness group, operating 5 fitness brands with a total of 37 clubs across the country. We're all about continuous training and development for our crew. We believe in learning and growing every day, loving what we do, and pushing ourselves to get better. We value attitude, ethics, and a willingness to learn more than just qualifications.
What You'll Do: Member Engagement and Support: Proactively reach out to members to assess satisfaction and address concerns.Conduct regular check-ins to gather feedback and identify issues.Provide after-sales service to new members regarding terms and payment details.Retention and Member Win-Back: Call members with suspended or cancelled status to encourage their return using approved strategies.Develop targeted retention campaigns and loyalty programs to reduce churn.Reporting and Analysis: Track and analyze retention data and member feedback to identify trends.Prepare reports on retention activities and recommend improvement strategies.Issue Resolution: Promptly resolve member complaints and escalate as necessary.Serve as a liaison between members and internal teams for effective issue resolution.Technology & CRM Management: Utilize CRM systems to monitor engagement and track retention efforts.Provide data-driven insights to enhance retention strategies.Collaboration and Team Support: Collaborate with sales, marketing, and other teams to align retention efforts with business goals.Share member feedback to improve products and services across the organization.Assist in training new team members on effective retention strategies.Compliance: Ensure all retention activities comply with relevant laws and regulations regarding member interactions. Why You? We're looking for someone who:
Proven background in member retention, service, or sales, demonstrating your ability to engage and retain members.Strong interpersonal skills and a member-focused mindset to build lasting relationships.Ability to interpret data to make informed decisions and improve retention strategies.A sales-driven approach with a knack for problem-solving and anticipating member needs.Willingness to work closely with cross-functional teams to enhance the overall member experience. Why You'll Love Working with Us: Exclusive Perks: Enjoy access to an exclusive Tri-brand Gym Membership ??????, discounted Personal Training sessions, a staff family plan, and comprehensive health and medical coverage.Time to Recharge: Take advantage of our generous annual leave and special Birthday leave ??.Training and Development: Benefit from comprehensive training programs designed to help you grow in your role. Ready to Join Us? If you're enthusiastic about enhancing member experiences and driving retention, we want to hear from you! Apply now and become a vital part of our team, helping us create exceptional journeys for our members! ??