Member Experience Professional

2 weeks ago

Singapore beBeeMember Full time $120,000 - $150,000

Job Title:

An experienced and results-driven Member Experience Manager is sought to join our team.

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  • To deliver an exceptional member experience, guiding members through their health journey and empowering them to take ownership of their six pillars of lifestyle medicine.
  • To lead and coach a team of membership and customer service executives to deliver consistent, heart-led experiences across all touchpoints.

Key Responsibilities:

  • Lead and coach a team of membership and customer service executives to deliver consistent, heart-led experiences across all touchpoints.
  • 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 MORROW 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:

Qualifications & Experience:

  • Diploma/Degree in Hospitality, Business, Communications, or a related field.
  • 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.

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