Your Duties and Responsibilities...

Delivering the Digital Strategy

• Provide support to members for social media platform and VA application related queries
• Know the features of the various digital channels, platforms and applications and how they work
• Educate members on digital platforms, apps and social media channels
• Assist members in resolving their queries by using digital platforms
• Be the digital liaison between members and all club departments

• Identify specific training needs
• Plan and implement regular training sessions
• Provide ongoing learning through coaching and feedback
• Train all staff and stakeholders on digital launches and initiatives

• Monitor all timetable updates and ensure communication to affected parties

• Promote and increase member usage of the various digital channels
• Ensure all digital platforms are reflecting the most up-to-date information (e.g., website, app, TV screens, timetables)

Delivering Inspiring Member Experiences

• Manage member experiences throughout the club and online
• Manage Brand Standards in the Front of House area, including Kauai/Nu
• Monitor and support Kauai/Nu service delivery
• Track member experiences using company feedback systems (e.g., NPS)
• Respond to all relevant member feedback
• Resolve all member experience queries and comments

• Identify opportunities to reduce effort
• Initiate solutions to improve member experience
• Actively manage next issue avoidance
• Provide ongoing relevant service experience training for all staff

• Assist at new launches, in club events and business initiatives
• Train Service Ambassadors and Club-V staff on launches and initiatives

Engaging with Members throughout the Member Journey

• Manage access control into the facility
• Monitor access reports to ensure compliance to all company standards and procedures
• Act to rectify any non-compliance

• Always be available and visible
• Create a feeling of belonging for all members

• Ensure that all departments are updated with feedback on members and facilities
• Initiate regular communication updates to members on club and business-related developments

• Receive, resolve and track all queries and complaints across all platforms (e.g., social media, in-club feedback, surveys and partner related such as Kauai/Nu)
• Communicate the resolution using the chosen medium or platform
• Identify and proactively attend to “next issue avoidance”
• Effectively deal with different levels of conflict intensity and resolve it

• Create and implement club level retention strategies to deliver on company targets
• Prevent cancellations by offering alternative options in line with the company framework of authority for club level use
• Know the range and benefits of all online membership products and offer as an alternative

Managing Club-V in line with Company Requirements

• Implement all required standards and procedures
• Train Club-V staff on all standards and procedures
• Comply with all health and safety standards and policies related to Club V.

Managing the People Journey

• Initiate the new starter process
• Continuously track the progress of the new starter throughout the journey to completion, as detailed in the New Starter Guide

• Complete weekly evaluations on each Service Ambassador
• Take action to address any below standard behaviour