Wellness Experience Lead: Member Care & Service

MORROW; Singapore; Hybrid; SGD 36,000 - 48,000; Full time

Job summary

MORROW Health in Singapore seeks a MORROW Experience Executive, the first point of contact for members and guests. You will manage daily queries, deliver service recovery, and ensure every interaction reflects our care, wellness, and excellence.

Beyond standard customer service, you will guide members through our offerings, resolve feedback promptly, and create meaningful experiences that foster loyalty and retention.

Qualifications

• Diploma or certificate in Hospitality, Business, Customer Service, or related field.
• 1–3 years of experience in customer-facing roles, preferably in hospitality, healthcare, fitness, spa, or wellness environments.
• Strong communication and interpersonal skills, with a customer-first mindset.
• Tech-savvy with experience using CRM or booking systems.
• Adaptable, proactive team player comfortable in a startup environment.

Responsibilities

• Handle customer feedback, complaints, compliments, and inquiries with professionalism and empathy.
• Provide accurate information on all service offerings (wellness, recovery, nutrition, and lifestyle facilities) to members and guests.
• Manage and maintain merchandise inventory: monitor stock levels, ensure timely replenishment, oversee visual-merchandising standards and presentation of retail displays to uphold our brand experience.
• Support the daily operations of the membership desk, including rostering coverage, queue management, and appointment scheduling.
• Log, escape, and follow up on service issues in line with SOPs, ensuring timely resolution and service recovery.
• Maintain up-to-date knowledge of promotions, membership packages, and new service launches.
• Collect and relay member feedback to the Manager for continuous improvement initiatives.
• Assist in the execution of member engagement activities, workshops, or events.
• Ensure data accuracy when updating member records in the CRM system.
• Uphold confidentiality, service consistency, and compliance with organisational standards.

Skills

Customer service

Communication

Conflict resolution

CRM familiarity

Teamwork

Education

Diploma/Certificate in Hospitality or related field

Tools

CRM software

Booking systems

Job description

MORROW Health in Singapore seeks a MORROW Experience Executive, the first point of contact for members and guests. You will manage daily queries, deliver service recovery, and ensure every interaction reflects our care, wellness, and excellence.

Beyond standard customer service, you will guide members through our offerings, resolve feedback promptly, and create meaningful experiences that foster loyalty and retention.