Membership, Deputy Head

MEMBERS ONLY HOSPITALITY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A hospitality organization in Singapore is seeking a Deputy Head of Membership to lead the membership sales and community engagement operations. The candidate will drive new member acquisition, manage onboarding processes, and develop strategies to enhance member retention. Flexibility in working hours is essential, as the role requires engagement with members during various events and activities at the club. Strong leadership and communication skills are necessary for success in this dynamic environment.

Qualifications

• Experience in membership sales and community engagement.
• Ability to lead a team and manage sales operations.
• Strong communication skills and customer service orientation.

Responsibilities

• Lead membership sales and engagement operations.
• Oversee new member acquisition and onboarding.
• Develop and implement membership engagement strategies.

Job description

ROLE.

ROLE OVERVIEW

Membership – Deputy Head

You will report to the Head of Membership and will lead membership sales, acquisition operations and engagement in a fun and high-performing environment. This role will give you the opportunity to build relationships with the industry leaders and rising stars who make up our membership base.

KEY OBJECTIVES & DELIVERABLES.

MAIN RESPONSIBILITIES

What will you do:

This is a membership sales and community engagement position, based out of Mandala Club premises in Singapore. You will be responsible for new member acquisition through guiding all general leads through the entire sales cycle, from the creation of creative and innovative membership sales and marketing plans, prospecting, through to members onboarding to CRM throughout the member lifecycle. Use of membership and sales data to identify trends and lead generation opportunities is critical.

Sales Operations Management

• Sales leads data research & outreach is completed daily
• Tours are hitting volume targets
• Prospective member tours are converted to new membership sales
• Customer Acquisition Cost is within budget (ENT)
• Pipeline targets are hit monthly
• Sales lead platform is updated on a weekly basis

• Ensure Membership Acquisition Team KPIs are fulfilled
• End-to-end management of all pipelines related sales initiatives
• Proactively identifying new sales opportunities on- and off-site
• Create and execute new membership sales and marketing plans, and new initiatives
• Work closely with other departments team to streamline members and prospective member communication
• Report on sales trends, challenges, acquisition data insights and evolving member needs and align it with marketing and sales strategy
• Ensure prospective member profile notes are populated daily and are accessible by anyone else with member feedback touchpoint
• Work closely with marketing on relevant automation and membership marketing collateral development

Member Integration & Onboarding Management

• Ensure new member onboarding process is streamlined and relevant data is recorded in CRM platform
• Ensure new members are invited to networking events and well-integrated into the Mandala Club team and community
• Manage new members on board, new member induction processes, and provide the very best start to their membership and club experience.

Engagement & Retention

• Develop, implement & oversee a recurring calendar of events, experiences, perks and activities for prospective & current members
• Work closely with other departments on event ideation & execution, creating marketing collaterals, post-event feedback evaluation, etc.
• Partner with all departments and colleagues across the club to ensure that the membership remains world class.
• Foster membership engagement through experiences, events and get-togethers, bringing both members and the community together, increasing their connection with the membership.
• Ensure that membership engagement plans focus on each day of the week, including quieter times in the club, such as weekends, mornings, or evenings.
• Act as the face of the club to members, responding positively to all enquiries and needs of our members, ensuring timely resolutions to issues that may arise.
• Being present on the club floor as much as possible.
• Form and execute creative plans to support member retention.
• Oversee lead generation:
  • advertising
  • acquisition events both on and off-site
  • referral campaigns
  • funnel optimization

The need for flexibility

• An essential part of this role is to be flexible with the needs of the membership, club and business, and to be willing to work outside ‘office hours’. The Mandala club operates across multiple sites, at night, on weekends and holidays as does our dedication to the membership experience. Your rota may reflect this and is mandatory when required.