Website:
7ocean.club
Job details:
The Member Journey Manager is responsible for creating and overseeing an exceptional end-
to-end member experience across all touchpoints of the club. This role focuses on member
engagement, retention, relationship management, service excellence, and ensuring every
member experiences personalized luxury hospitality throughout their fitness and wellness
journey.
Responsibilities
Manage and enhance the complete member journey from onboarding to long-term
engagement and retention.
Build strong relationships with members and deliver highly personalized service
experiences.
Conduct member orientation, follow-ups, wellness check-ins, and engagement
activities.
Monitor member satisfaction, feedback, and service quality standards across
departments.
Handle escalations and resolve member concerns with professionalism and empathy.
Develop member engagement initiatives, loyalty programs, and community-building
activities.
Maintain detailed member profiles, preferences, and interaction records.
Track retention, renewals, referrals, and overall member experience performance.
Ensure the club environment consistently reflects luxury hospitality and wellness
standards.
Train and guide front desk and guest relations teams on premium service etiquette and
member handling.
Collaborate with leadership to improve operational efficiency and elevate member
Qualifications
Strong experience in luxury hospitality, wellness, fitness, customer experience, or
relationship management.
Excellent communication, interpersonal, and leadership skills.
Strong understanding of luxury service standards and customer relationship
management.
Ability to manage teams and coordinate across departments effectively.
Professional appearance, confident personality, and solution-oriented mindset.
Ability to handle high-profile clientele with discretion and professionalism.
- Proficiency in CRM systems and basic reporting tools preferred.
What We Offer
Opportunity to be part of a premium luxury fitness & wellness brand.
Dynamic and growth-focused work environment.
Exposure to elite clientele and luxury hospitality operations.
Career growth opportunities with performance-based rewards.
Preferred Qualities
Passion for wellness, hospitality, and premium customer experience.
Strong emotional intelligence and relationship-building skills.
Attention to detail and commitment to excellence.
Ability to create memorable and personalized member experiences.
Calm and professional approach in handling challenges and escalations.
Click on Apply to know more.