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 member’s 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 club’s 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.

Requirements

• 
  Bachelor’s degree in hospitality, customer service, business, or a related field (preferred)
• 
  At least 1–2 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.

Benefits