Senior Manager Member Experience - Hotel Industry - Mumbai

Dear Candidates,

Senior Manager - Member Experience

Senior Manager - Member Experience

Mumbai

Member Experiences and Engagement

• Monitor and enhance the overall member journey from onboarding to renewals, ensuring consistency with brand tone.
• Build and nurture strong relationships with members, anticipate needs and promptly resolve concerns with discretion and efficiency.
• Generate referral leads for the Membership Sales team to take forward and convert potential clients into members. Assist with acquisition of new members with the right profile mix.
• Ensure consistency of interactions, purposeful conversations with members and deliver consistent member satisfaction.
• Solicit feedback, recommendations based on pre-defined questionnaires and present key findings / metrics to the Leadership and Operations team on a regular basis.
• Develop and implement strategies to enhance member engagement initiatives.
• Organize curated events for members and Memberships. Administer and implement programmes aimed at increasing member engagement and retention.
• Act as a member advocate, ensuring their feedback positively influences product development and business administration.
• Represent the brand at community events, external meetings and member functions.

Brand Stewardship

• Ensure club ambience, member communication, events and hospitality experiences align with the brands DNA.
• Provide continual inputs on member feedback and club activations.

Experience Innovation & Intelligence

• Curate feedback loops, member surveys and intel gathering to track sentiment.
• Scout and report opportunities for surprise and delight moments, discreet gestures and member personalization.
• Provide ongoing feedback to the Line manager on service gaps, tone and brand alignment.
• Track and report complaints and compliments to inform Line manager.

Build Long-term Relationships

• Serve with an understanding and anticipation of member requirements and recommend services that best meet their needs and exceed expectations.
• Deliver efficient solutions, by creating a mechanism to channel issues to the Leadership and/or appropriate stakeholders.

Collaboration with Operator

• Act as a liaison between the Management and Operator to ensure member experience KPIs are upheld.
• Attend operational, F&B, Marketing, Sports, Kids Club and Spa departmental meetings selectively to represent the organizations perspective.

If you are interested please share your updated cv at

priya.pal@careernet.in

Regards

Priya Pal