Member Success Advocate (Team Leader)

Surge Fitness & Lifestyle; Philippines; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Performance Bonus

Annual Appraisal

Employee Recognition Program

Holiday Gifts

Incentives

Job summary

Surge Fitness & Lifestyle is seeking a proactive Member Success Advocate Team Leader to guide the Member Success team at our Makati club. You will lead the front desk operations, mentor the team, and ensure premium service to VIP members while maintaining daily club standards.

The role requires 2–3 years in membership sales and a proven supervisory background, with strong leadership, organizational, and analytical skills. Weekend and shift work are expected as part of club operations.

Qualifications

• 2–3 years of experience in membership acquisition and sales.
• 2-3 years in sales & retention with at least 1 year in a supervisory/team lead role.
• Advanced leadership and people management capabilities.
• Strong ability to handle pressure, complaints, and VIP clients.
• Excellent organizational, reporting, and analytical skills.
• Working knowledge of P&L, sales forecasting, and club operations.
• Decisive, accountable, and leads by example.
• Willing to work weekends, holidays, and shifting schedules.

Responsibilities

• Manage, mentor, and supervise Member Service Advocate. Conduct daily huddle to align targets and priorities.
• Manage daily manpower scheduling and ensure full front desk coverage.
• Conduct regular performance evaluations and provide coaching.
• Monitor daily achievements and sales performance of the MSA team.
• Handle relationships with VIP ELITE and ULTIMATE members.
• Serve as the primary point for escalated member complaints and service recovery.
• Maintain confidentiality and provide premium service to high-value members.
• Perform rounds to ensure member satisfaction, cleanliness, and standards.
• Ensure daily checklists are prepared and files updated.

Skills

Leadership

People management

Sales & retention

VIP client handling

Organizational skills

Job description

On-site - Makati 1-3 Yrs Exp Bachelor Full-time

Employee Recognition and Rewards

Performance Bonus, Annual Appraisal, Employee Recognition Program, Holiday Gifts, Incentives

Insurance Health & Wellness

Health Insurance

Member Success Advocate (Team Leader)

About the role

The MSA (Member Success Advocate) is the Team Lead of the Member Success team. Aside from performing all duties of Member Service Advocate, The MSA Team Leader is responsible for leadership, VIP member management, complaint resolution, daily club operations, and team performance. This role requires strong leadership, P&L awareness, and operational excellence.

Key responsibilities

• Manage, mentor, and supervise Member Service Advocate Conduct daily huddle / briefing to align targets, manpower, and priorities for the day
• Manage daily manpower scheduling and ensure full coverage of the front desk
• Conduct regular performance evaluation of Member Service Advocate and provide coaching and development plans
• Monitor daily accomplishments and sales performance of the entire MSA team
• Handle and build relationships with VIP members - specifically ELITE and ULTIMATE members
• Serve as the primary point for handling escalated member complaints and service recovery, ensuring resolution and retention
• Maintain confidentiality and provide premium, personalized service to high-value members
• Do regular rounds around the club to ensure member satisfaction, cleanliness, and operational standards
• Ensure daily checklists are prepared, accomplished, and all files are properly filed and updated

About you

• With2–3 years of experience in membership acquisition and sales.
• At least 2-3 years experience in sales & retention with at least 1 year in a supervisory/team lead role
• All skills required for Member Service Advocate with advanced leadership and people management
• Strong ability to handle pressure, complaints, and VIP clients
• Excellent organizational, reporting, and analytical skills
• Working knowledge of P&L, sales forecasting, and club operations
• Decisive, accountable, and leads by example
• Must adhere to company grooming and uniform standards
• Willing to work on weekends, holidays, and shifting schedules
• High integrity when handling cash, payments, and confidential member information