Member Experience Team Leader

Acquire Intelligence; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Superannuation

Full-time (38h/wk)

Office on Chapel Street, South Yarra

Job summary

Acquire Intelligence seeks a Guest Service Supervisor for a private luxury wellness club in Melbourne. You will lead a small, high-profile team of Member Experience Specialists, coach staff, and spend regular time on site at the clubs to ensure white-glove service for top-tier members.

You will be the face of the program, delivering excellence with every member contact and providing club leadership with insights and reporting.

Qualifications

• Three years in luxury hospitality, wellness or private members club.
• Experience leading or supervising a small team (e.g., supervisor, duty manager, assistant manager).
• Strong instinct for how top-tier members want to be treated.

Responsibilities

• Lead two Member Experience Specialists and spend regular time on site at the clubs.
• Make calls yourself and coach the team to deliver excellence for every member.
• Provide insights and reporting to the club leadership.

Skills

Leadership

Coaching

Customer service

Communication

Presence

Discretion

Job description

Guest Service Supervisor | Luxury Wellness

Lead the team that looks after a private luxury wellness club's top-tier members. White glove service, time on site at the clubs and real leadership.

Lead the team behind a luxury member experience

Our client is a leader in premium service, and its high-end members expect white glove care at every contact. As Team Leader with Acquire Intelligence you set that standard.

You are the face of the program: you lead two Member Experience Specialists and spend regular time on site at the clubs, where club leaders will rely on you.

You will make calls yourself, coach your team to deliver excellence for every member and bring the club the insights and reporting it values.

What you get

• Leadership of a small, high-profile team, with a direct line to the client's Head of Retention
• Regular time on site at the clubs
• Competitive salary, super, full time, 38 hours a week, with calls between 11:00am and 7:00pm
• You will work from our office on Chapel Street, South Yarra, a five minute walk from South Yarra train station. We are in one of Melbourne's busiest hubs, with endless shopping and food options

What you bring

• At least three years in luxury hospitality, wellness or a private members club, including at least one year leading or supervising a team, for example as a supervisor, duty manager, assistant manager or team leader
• A luxury hospitality instinct for how top-tier members want to be treated
• Coaching skill and the ability to give direct, constructive feedback
• Presence and composure on the phone and in person, polished written communication and accurate reporting
• Discretion with sensitive member and health informationThe right to work in Australia, and consent to background and reference checks

About Acquire Intelligence

Acquire Intelligence is an Australian-owned AI consulting and business process outsourcing company headquartered in Melbourne, with more than 9,500 people across Australia, the Philippines, the United States and the Dominican Republic.

Four values guide how we work:

• Curious and Clever: smart questions spark smart solutions
• Entrepreneurial Energy: think like an owner, solve like a founder
• Fast with Intent: we move fast and deliver real results
• Laugh and Learn: we do not take ourselves too seriously, just our results