Member Success Advocate- Team Leader

Tasty Habit; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Tasty Habit is seeking a Team Lead for the Member Success department. The MSA 3 oversees the Member Success team, leads VIP member management, resolves escalations, and ensures daily club operations with a focus on leadership and P&L awareness.

Responsibilities include mentoring MSA 1 and MSA 2, conducting daily huddles, scheduling manpower, evaluating performance, and driving sales and retention while maintaining high service standards for elite members.

Qualifications

• Leadership experience with team supervision.
• Experience in membership acquisition and sales.
• Strong ability to handle pressure and VIP clients.
• Excellent reporting and analysis capabilities.

Responsibilities

• Manage, mentor, and supervise MSA 1 and MSA 2
• Conduct daily huddle to align targets and priorities
• Manage daily manpower scheduling and front desk coverage
• Perform performance evaluations and development plans
• Monitor sales performance of the MSA team
• Handle VIP members (ELITE and ULTIMATE) and escalations
• Maintain premium, confidential service and customer retention
• Ensure daily checklists are prepared and filed

Skills

Leadership

People management

Sales & retention

VIP client handling

Analytical skills

Organizational skills

Job description

About the role

The MSA 3 (Member Success Advocate) is the Team Lead of the Member Success team. Aside from performing all duties of MSA 1 & 2, the MSA 3 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 MSA 1 and MSA 2
• 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 MSA 1 and 2 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

• With 2-3 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 MSA 1 & 2 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