Manager - Membership Experience

3 days ago

Singapore MORROW Full time
Job Title: Manager - Membership Experience
Location: Morrow Flagship - Singapore
Reports To: Head of Strategic Operations
Works Closely With: Program Manager, Strategic Operations Manager, Operations Manager, Learning & Development Manager, Zone Managers (Medical, Recovery, F&B, Fitness), Membership Team, IT & Digital, Marketing & Community, Finance
About Morrow
Morrow is redefining preventive healthcare by integrating precision medicine, digital tools, and lifestyle interventions in a seamless ecosystem. Our flagship centre in Singapore combines a medical clinic with a next-generation lifestyle facility, supported by AI, health coaching, and the latest in diagnostics and recovery modalities.
At Morrow , we are guided by two sets of commitments:
Our Operating Principles - how we work and hold ourselves accountable as a team:
M indful. O wnership. R hythm. W inning Together.
Our Brand Promises - what we bring to our clients and the lens for everything we create:
Connection. Impact. Trust. Empowerment. (CITE)
This isn't just medicine. It's a movement. If you are ready to shape the future of longevity care and make a lasting impact, join us in redefining healthcare for Singapore and the world.
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
Service & Membership Leadership
  • 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
Customer Service & Sales Ownership
  • Take full ownership of customer service delivery across all channels, ensuring consistent, high-quality, and heart-led member support
  • Lead and manage membership sales efforts
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
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.
Morrow is an equal opportunity employer committed to building a diverse and inclusive team. #J-18808-Ljbffr

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