Back Office Manager (Customer Service)

SEVEN Wellness Club; Dubai; On-site; AED 180,000 - 260,000; Full time

Benefits offered by this job

Club access

F&B discount

Career growth

Supportive culture

Job summary

SEVEN Wellness Club seeks a Customer Relations Back Office Manager to oversee non-member-facing customer service operations and administrative support for memberships, billing, bookings and service coordination. The role ensures an exceptional member experience while maintaining accuracy, compliance and operational efficiency.

You will manage and coach back-office staff, collaborate with sales and operations, and drive process improvements across onboarding, service delivery and retention in a

Qualifications

• Bachelor's degree in Business Administration, Hospitality or related field.
• 46 years of experience in customer service operations or back-office management.
• Experience in wellness club, fitness center, spa, or hospitality setting preferred.
• Team leadership experience required.

Responsibilities

• Oversee back-office operations supporting front desk, coaches, therapists and member services teams.
• Oversee membership administration including contracts, renewals, freezes, upgrades and cancellations.
• Ensure accurate processing of payments, invoices, refunds and coordination with the finance team.
• Monitor booking systems for classes, personal training, wellness treatments and facilities usage.
• Handle back-office resolution of member complaints and escalations.
• Maintain accurate member records in CRM and club management systems.
• Prepare operational and customer service reports (attendance, utilization, churn, service trends).
• Coordinate with sales, fitness, wellness and operations teams to ensure service continuity.
• Ensure compliance with company policies, data protection and health & safety documentation.
• Improve internal workflows related to member onboarding, service delivery and retention.
• Manage and coach back-office customer service staff.
• Support audits, internal controls and system enhancements.

Skills

Customer service operations

Team leadership

CRM systems

Booking systems

Data analysis

Communication skills

English fluency

Education

Bachelor's degree in Business Administration or Hospitality

Tools

CRM software

Booking systems

Job description

The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships billing bookings and service coordination enabling an exceptional member experience while maintaining accuracy compliance and operational efficiency.

Key Responsibilities and Expectations:

• Manage back-office operations supporting front desk coaches therapists and member services teams
• Oversee membership administration including contracts renewals freezes upgrades and cancellations
• Ensure accurate processing of payments invoices refunds and coordination with the finance team
• Monitor booking systems for classes personal training wellness treatments and facilities usage
• Handle back-office resolution of member complaints and escalations
• Maintain accurate member records in CRM and club management systems
• Prepare operational and customer service reports (attendance utilization churn service trends)
• Coordinate with sales fitness wellness and operations teams to ensure service continuity
• Ensure compliance with company policies data protection and health & safety documentation
• Improve internal workflows related to member onboarding service delivery and retention
• Manage and coach back-office customer service staff
• Support audits internal controls and system enhancements

Skills and Competencies

• Strong understanding of customer service operations in wellness fitness or hospitality environments
• High attention to detail and administrative accuracy
• Strong coordination and people management skills
• Ability to work in a fast-paced member-centric environment
• Analytical and reporting skills
• Proficiency in CRM membership management and booking systems
• Excellent written and verbal communication skills
• Fluent in English

Requirements

• Bachelors degree in Business Administration Hospitality or related field
• 46 years of experience in customer service operations or back-office management
• Experience in a wellness club fitness center spa or hospitality setting is highly preferred
• Team leadership experience is required

BenefitsCompetitive Salary: Based on experience and role responsibilities

• Club Access: Full access to SEVEN Wellness Club facilities and classes
• F&B Discount: 50% off all in-house food and beverage items at The Dose by Silvena
• Career Growth: Opportunities to grow across SEVENs expanding group of brands
• Supportive Culture: A team-oriented environment that values initiative professionalism and well-being