Lowongan Kerja Jakarta Raya Posisi Member Retention Manager di PT Fitness First Indonesia

Job description

• Ensure all new join members receive a Welcome Interview and Pre-Activity Readiness Questionnaire.
• Identify member needs and retain members, provide quality member service through front desk and all aspects of the club.
• Handle member enquiries (club operations, billing enquiries, suggestions, terms & conditions, etc.) within the club and provide response within 48 hours – preferably within 24 hours where opportunity allows.
• Inspect and review member survey tools, addressing concerns to the Club General Manager in weekly meeting forums or as required.
• Make pro-active contact with high-risk members according to retention strategy.
• Handle cancellation requests immediately or by follow up appointment should circumstance necessitate, following correct departure protocol.
• Active participation in planning and execution of member retention activities.
• Always ensure updated product knowledge including all benefits, facilities and services offered by CF and FF club.
• Maintain up to date price lists and ensure a clear understanding of membership fees and features for all memberships offered by your club.
• Have a genuine interest in the latest developments within the fitness industry and specifically the benefits of the exercise to communicate to members.
• Role-play daily with your GM to maintain communication and retention skills.
• Attend and receive member retention training from GM and L&D department.
• Deliver core competencies daily, including but not limited to welcome interviews, retention calls, birthday calls, member satisfaction calls, handling cancellation requests and member enquiries.
• Obligation will be to develop and maintain an effective working knowledge of all departments within the club which encompasses:Members, General Manager, Sales staff, Operations Staff, Fitness Team
• Have a clear understanding and comply with all administrative procedures specified in the operations manual.
• Communicate all rules and regulations of the club to all members in accordance with company standards.

Job Specification

• Minimum 1 year experience as minimum as an Assistant Manager in a service and hospitality sector. Managerial level applicant is preferred.
• Customer Service Orientation.
• Building and maintaining relationship.
• Teamwork, multi-functional and strong leadership style.
• Good leadership skills.
• Good communication skills with all levels of business.
• Strong desire and ability to motivate and inspire people and teams.
• Ability to respond efficiently to both feedback and situational challenges.
• Computer literate.