Membership Experience Manager

SUTL MARINA DEVELOPMENT PTE. LTD.; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A luxury hospitality provider in Singapore seeks a Member Experience Coordinator. This role involves enhancing member engagement, building relationships, and overseeing the member journey. Candidates should have a degree in Hospitality or a related field, with 1-2 years of customer experience in luxury settings preferred. Strong interpersonal and communication skills are essential. This position requires collaboration across departments to maintain high service standards, with weekend and holiday availability.

Qualifications

• Bachelor’s degree in Hospitality, Business, Communications, or related field required.
• 1-2 years of experience in customer/member experience preferred, particularly in luxury or hospitality.
• Proficient in CRM systems and member engagement tools.

Responsibilities

• Serve as the primary point of contact for member experience initiatives.
• Develop and implement programs that enhance member engagement.
• Collaborate with teams to maintain high service standards.

Skills

Interpersonal skills

Communication skills

CRM systems proficiency

Member journey mapping

Service design

Education

Bachelor’s degree in Hospitality, Business, or Communications

Job description

Key Responsibilities

• Serve as the primary point of contact for member experience initiatives.
• Build strong relationships with members to understand their preferences, feedback, and needs.
• Develop and implement programs that enhance member engagement and loyalty.
• Oversee the member journey from onboarding, ensuring a seamless and enjoyable experience.
• Collaborate with front-of-house, events, and operations teams to maintain high service standards.
• Monitor and improve touchpoints such as communications and amenities.
• Manage member feedback channels (surveys, suggestion boxes, direct interactions) and analyse data to identify trends and improvement opportunities.
• Present insights and recommendations to senior management regularly.
• Identify members to foster a sense of community and belonging for interest group through engagement.
• Partner with marketing to promote events and highlight member stories.
• Work cross-functionally with departments to ensure alignment on member priorities.
• Act as a brand ambassador for the club, representing its values and culture.

Requirements

• Preferably a bachelor’s degree in Hospitality, Business, Communications, or related field.
• 1–2 years of experience in customer/member experience, preferably in luxury, hospitality, lifestyle, or private club environments.
• Proficient in CRM systems and member engagement tools, with familiarity in member journey mapping and service design.
• Strong interpersonal and communication skills
• Able to work on weekends and public holidays