Manager – Member Experience

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Program Manager, Strategic Operations Manager, Operations Manager, Learning & Development Manager, Zone Managers (Medical, Recovery, F&B, Fitness), Membership Team

About LLMG

Welcome to LLMG — where science meets soul.

LLMG is a next-generation health and wellness brand rooted in the belief that high performance and deep healing go hand in hand. We offer an integrated, intentional lifestyle experience across diagnostics, movement, nourishment, restoration, and mindfulness — all under one roof.

Our flagship 38,000 sq ft sanctuary in Singapore brings together clinical excellence and soulful experiences. This marks the beginning of our vision to become a global force for wellness transformation.

At LLMG, we are guided by two sets of commitments:

Our Operating Principles — how we work as a team:

Our Brand Promises — what we bring to our clients:

This isn't just wellness—it's a movement. If you're ready to shape the future of longevity care and make a lasting impact, join us in building something extraordinary.

Role Overview

As the Manager – Membership Experience, you will be the key driver of the end-to-end member journey, serving as the bridge between our members, our services, and our core philosophy. You will lead a hybrid team across membership services and frontline support, delivering exceptional experiences that reflect our purpose and values.

You will be deeply immersed in the full Morrow ecosystem, equipped with knowledge across every zone, offering, and pillar of lifestyle medicine. Your role is to guide members holistically—advising them on the best paths for personal transformation, supporting their health goals, and ultimately empowering them to take full ownership of their six pillars of lifestyle medicine.

You will also play a critical role in driving membership sales, educating members on the different tiers available, and ensuring that value is consistently realised. By living and modelling the six pillars in your own life, you will be able to speak authentically and confidently about our programs. You will also collaborate closely with the Program Manager and Head of Strategic Operations to gather member insights that shape the evolution of our offerings and journeys.

Key Responsibilities

• Lead and coach a team of membership and customer service executives to deliver consistent, heart-led experiences across all touch points
• Act as the main point of contact for in-person membership sales and engagement
• Guide members on selecting the most relevant membership tier based on their goals, needs, and lifestyle

Business & Program Fluency

• Develop and maintain in-depth knowledge across all LLMG services, offerings, and the six pillars of lifestyle medicine.
• Confidently and clearly communicate the value of services across zones (Medical, Recovery, Movement, Nourishment, Mindfulness, Connection)
• Recommend personalised next steps and pathways for members to take ownership of their health journey

Customer Journey Ownership

• Partner with the Program Manager and Strategic Operations team to co-create seamless, high-impact customer journeys
• Provide frontline feedback on member behaviours, questions, drop-off points, and desired improvements
• Champion experiential alignment between zone offerings, programming, and membership expectations

Service Operations

• Oversee daily team operations, rostering, and responsiveness across channels
• Manage service recovery processes and act as final escalation point for complex or emotional cases
• Ensure SOPs, service scripts, and training modules are consistently executed and refined

Insights & Engagement

• Track member feedback, sales performance, and cancellation trends
• Deliver insight dashboards to support data-driven planning across Membership, Ops, and Marketing
• Recommend improvements to packages, onboarding, or member communications

Requirements

• Diploma/Degree in Hospitality, Business, Communications, or a related fied
• 5+ years in customer experience, guest relations, or membership management, with 2+ years in a leadership role
• Strong sales ability and storytelling skill with a customer-first mindset
• Excellent communication, problem-solving, and team leadership skills
• Familiarity with CRM systems, feedback tools, and service process design
• Personally aligned with the six pillars of lifestyle medicine and able to lead by example

Nice to Have

• Experience in wellness, hospitality, fitness, or healthcare environments
• Background in service design or loyalty programs
• Training in coaching, behaviour change, or motivational interviewing

Why Join Us

This is a rare opportunity to shape the member experience for a brand that's reimagining wellness from the inside out. You'll lead a passionate team, help people reclaim agency over their lives, and work at the intersection of purpose, innovation, and well-being. We offer competitive compensation, team benefits, and pathways for growth as we expand regionally.

How to Apply

Please submit your résumé and a short visionary statement (≤500 words) on what "service with soul" means to you via our Candidate Application Form.

LLMG is an equal opportunity employer committed to building a diverse and inclusive team.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service, Sales, and Business Development
• IndustriesWellness and Fitness Services

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