Member Relations Specialist

General Summary

The Member Relations Specialist plays a pivotal role in retaining the organization’s core customer base by fostering strong relationships and addressing customer concerns. This position is responsible for engaging directly with members to identify challenges, gather feedback on improving products and services, and ensure long-term customer loyalty. Key responsibilities include designing and executing retention strategies, analyzing customer insights, negotiating to maintain memberships, and preparing detailed reports to support the Club Manager. The role demands a proactive approach to enhancing customer satisfaction and building enduring connections that benefit both the members and the organization.

ROLES AND RESPONSIBILITIES

• Manage suspended members, cancellation requests, billing collection, advanced payments through debit card and over the counter (OTC) transactions, member journey, and member lifespan.
• Maintain suspended members rate at 5% of total members.
• Call suspended members to notify reactivation schedules or to persuade early reactivation.
• Handle cancellation requests and keep it below 3% of total active members.
• Manage billing collection calls from 1-month defaulters (D1) to 3-month defaulters (D3), with a collection average of 80% on D1.
• Track all members who have used debit cards and non-credit card members to ensure advanced payments and OTC collections are paid.
• Call debit card/non-credit card members and persuade them to switch to credit cards.
• Conduct service calls to ensure all new joining members (NJMs) are properly onboard, complete the Health Optimization Program, assigned to a Personal Trainer (PT), and are well engaged, keeping them active for the first 6 months of their membership.
• Manage member transfer-ins and transfer-outs.
• Support the operations team to ensure proper onboarding and completion of Health Optimization Program induction, promote NJMs, Referral, and PT campaigns, and other retention initiatives.

Qualifications:

• Bachelor's degree in any field
• At least 6 months – 1 year of experience in customer service, client retention, sales, or administrative roles
• Previous experience in fitness, wellness, or membership-based services is a plus
• Excellent communication & negotiation skills
• Customer-focused mindset
• Analytical ability
• Organization & time management
• Proficient in Microsoft Excel, CRM systems, and membership management platforms
• Good in English and Thai (spoken and written)