Member Operations Lead

Agapi Boating AB; Palma; Sur place; EUR 42 000 - 60 000; Plein temps

Résumé du poste

Agapi Boat Club seeks a service-minded, highly structured Member Operations Lead to connect customer care with fleet and operational work at the Mallorca Club. The role blends front-line member support with digital records, bookings and financial coordination, adapting across the season for fast, accurate execution.

Responsibilities include onboarding new members, handling inquiries, supporting bookings and club communications, and maintaining precise records and reports.

Qualifications

• Strong customer-care, communication and organisational skills.
• Excellent project coordination and planning, with confidence using IT systems.
• Maintaining accurate records and producing clear reports.

Responsabilités

• Onboard new members and handle membership upgrades with practical information and support.
• Be the welcoming point of contact for members and route questions to the right colleague.
• Assist with booking questions, club communications and follow-ups before/after boating activities.
• Keep members informed about weather, boat availability or maintenance that affects plans.

Connaissances

Customer care

Communication

Organisational skills

Project coordination

IT systems

Outils

IT systems

Description du poste

Agapi Boat Club is looking for a service-minded and highly structured Member Operations Lead to connect customer care with the fleet and operational work behind the Mallorca Club.

Agapi Boat Club offers hassle-free boating through a membership-based boat-sharing concept, giving members access to a fleet of premium boats across an international network of locations.

The role combines front-line member support with responsibility for digital records, bookings and financial coordination. The balance will vary through the season, with the position central to fast, accurate execution across the Club.

Role focus

Member care and satisfaction, booking system and Club coordination, fleet work-log and reporting.

Key competences

Strong customer-care, communication and organisational skills. Excellent project coordination and planning, with confidence using IT systems, maintaining accurate records and producing clear reports. Highly structured, reliable and proactive, with careful attention to detail and sound judgement when handling confidential information.

Works with

The Fleet Operations Lead, working closely with the Financial Manager.

You will turn timely information about boat condition, damage, fuel, maintenance and costs into member communication, invoicing, records and reporting, providing direct support to the Financial Manager.

• Coordinate onboarding for new members and membership upgrades, ensuring members receive the practical information and support that make boating easy.
• Act as a professional and welcoming point of contact for members, responding promptly and routing technical or commercial questions to the right colleague.
• Support booking questions, Club communications and practical follow-up before and after boating activities.
• Keep members informed when weather, boat availability, maintenance or operational changes affect their plans. Record requests, complaints and agreed actions, ensuring commitments are completed.

Booking system and operational records

• Maintain accurate, current records in Agapi’s booking and operational systems. Review bookings, ratings, receipts and reported issues daily, taking timely action.
• Keep member contracts and invoices up to date. Coordinate boat listings and regulatory and safety-equipment documentation with the Fleet Operations Lead’s physical checks.
• Maintain an accurate fleet work-log covering each boat’s planned and unexpected costs.
• Check supplier invoices against quotations, completed work and boat records, flagging discrepancies and routing invoices for approval and payment.
• Produce concise recurring reports on open damage cases, unbilled items, fuel balances, missing receipts, overdue follow-up and agreed operational KPIs. Handle member, owner and financial information with care and confidentiality.

Damage management and log

• Work with the Fleet Operations Lead and Financial Manager to maintain a complete case for every reported incident, linking the booking, member, boat, photos, damage report, repair estimate and correspondence.
• Send approved damage communications promptly, track response deadlines and prepare deposits or member invoices in line with Agapi’s procedures.
• Monitor cases through to settlement, escalating disputes or overdue items and supporting temporary booking restrictions where required under Club policy.
• Reconcile final repair costs against supplier invoices and prepare any additional invoice or credit for approval.

Fuel control and reconciliation

• Reconcile check-in and check-out fuel information against bookings and uploaded receipts, using the Fleet Operations Lead’s readings as the source record.
• Investigate missing receipts, incorrect entries and outstanding balances with members, maintaining a clear record of each resolution.
• Prepare the weekly fuel-balance report, highlight members requiring action and support approved payment requests, invoices or booking restrictions.
• Help ensure every litre consumed is accounted for and fuel remains a pass-through cost rather than an expense for Agapi.

Records and owner support

• Maintain complete and current records for SBO boats and owners, including boat data, insurance, licences and renewal information.
• Keep booking, usage, engine-hour, maintenance, damage and cost records aligned across the Club’s systems and supporting documents.
• Organise the inputs required for owner reporting, settlements, fleet economics reviews and management decisions, resolving missing information with the Fleet Operations Lead or Financial Manager.

Working conditions

• On-site position in Mallorca, combining office-based work with activity around the Club and dock.
• Weekend and public-holiday shifts will be required according to the member-service and operational roster.
• Agapi will provide training in its member journey, systems, financial-operation routines and processes.
• Employment terms are flexible and can be tailored to the right applicant.