Member Relations Specialist

4 days ago

Manila, National Capital Region, Philippines HEALTHY MOMENTS CONSULTING INC Full time $40,000 - $60,000 per year

General Summary

We are looking for a dynamic Member Relations Specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

You are expected to design and implement customer retention strategies to increase loyalty and retain business. They analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports for Club Managers' access.

Skills and Qualifications

  1. At least 1-2 years of sales experience. Fitness Industry or BPO experience is an advantage. Proven track record in member relations.

  2. Bachelors/College degree in Business Administration, Management & Sales, and Marketing.

  3. Knowledgeable in Microsoft Word, Excel, Google applications.

  4. Excellent in oral and written communication skills.

  5. Must be driven, ambitious, assertive, and can finish work on deadlines.

  6. Result and Goal oriented and have a winning mindset.

  7. Willing to be assigned at any Anytime Fitness BF Homes

Roles and Responsibilities

  1. Scope: Suspended Members, Cancellations Request, Billing Collection, Advanced Payments through Debit Card and over-the-counter "OTC", Member Journey and Member lifespan.

  2. Maintain suspended members rate at 5% based on TOTAL MEMBERS.

  3. Call suspended members to notify reactivation schedules or to persuade early reactivation.

  4. Handle cancellation requests and keep it below 3% based on total ACTIVE MEMBERS.

  5. In charge of Billing Collection calls from 1-month defaulter "D1" to 3-month defaulter "D3", with a collection average of 80% on D1.

  6. Responsible in tracking all members who have used debit cards, non-credit card members, and ensure advanced payments and OTC collections are paid.

  7. Call debit card/non-credit card members and convince switching to credit cards.

  8. Do service calls to ensure all NJMs are properly onboarded, completed Health Optimization Program, assigned to a Personal Trainer "PT" and is well engaged, keeping them on active status for the first 6 months of their membership.

  9. In charge of checking member transfer-ins and out.

  10. Supports the operations team and ensure proper onboarding and completion of Health Optimization Program induction, promote new joined members "NJM", Referral, and PT campaigns and other retentions initiative.

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