Customer Relations Manager

PURPOSE:

To lead the Customer Relations operations team in delivering exceptional member experiences by overseeing service coordination, maintaining accurate member data, and driving engagement across club events and touchpoints. The role ensures personalized service, strengthens member relationships, and upholds the unit/club’s premium standards while acting as the primary point of contact for members.

KEY ORGANIZATIONAL RELATIONSHIPS

Reports to

Reporting Roles:

Interacts with

• External - Members, Guests, Residents, Vendors, Consultants, Service Providers
• Internal - Functional Leaders, Department Managers, Supervisors, Staff, and Contractual Staff

KEY RESPONSIBILITIES

Drive Operational Excellence

• Oversee daily member interactions, ensuring prompt and professional handling of queries, service requests, and feedback.
• Implement service delivery strategies to ensure seamless cross-department coordination and timely resolution of member concerns.
• Maintain accurate member profiles, preferences, and engagement history in CRM systems.
• Lead member onboarding processes, including orientations, welcome kits, and personalized follow-ups.
• Ensure consistent, high-quality communication of club events, updates, and services through both digital and print channels.

Applied Learning

• Monitor member feedback, industry trends, and operational data to continuously improve services.
• Introduce and refine processes that enhance member engagement and operational efficiency.
• Promote a culture of ongoing learning through training, workshops, and best practice sharing within the team.

People Management

• Recruit, mentor, and lead the Customer Relations team to deliver premium service and uphold brand values.
• Conduct regular team briefings, coaching sessions, and performance reviews aligned with service excellence goals.
• Foster cross-functional collaboration with F&B, Housekeeping, Golf Operations, Front Office, and Events teams for unified service delivery.

Business & Financial Acumen

• Collaborate with the marketing and events teams to increase participation, revenue, and member engagement in club activities.
• Analyze service metrics, member participation trends, and satisfaction scores to inform strategic decisions.
• Oversee budget allocation for member engagement initiatives and ensure cost-effective service delivery.

Leadership

• Act as the face of the club for VIP members, ensuring personalized attention and high standards of service.
• Represent the club at key events, industry forums, and networking opportunities.
• Model professional conduct, decision-making excellence, and service etiquette for the team.

Culture & Brand Ambassador

• Champion the club’s hospitality values, fostering an environment of warmth, personalization, and recognition.
• Create memorable experiences through thoughtful service touches and proactive engagement.
• Uphold the club’s image through professional presentation and member-first conduct.

Managing Legal and Compliance Practices

• Ensure all operations comply with club policies, membership rules, and legal regulations.
• Maintain confidentiality of member data and ensure secure handling of documentation.
• Oversee adherence to brand SOPs and service protocols.

Occupational Health & Safety Responsibilities

• Ensure OH&S standards are integrated into daily service operations.
• Identify and address safety risks, maintaining readiness for emergencies.
• Oversee incident reporting, investigation, and preventive measures.

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

• Graduate in Hospitality, Business Administration, or related field

WORK EXPERIENCE

• 6–8 years in guest relations or customer service, with at least 2 years in a supervisory/managerial role