The Associate Director of Customer Experience is the keeper of our members’ happiness. It’s a leadership role comprised of outlining, managing and executing customer experience initiatives across multiple touchpoints, while driving higher customer satisfaction, NPS, customer retention, new commercial growth and profitable turnovers.

The Associate Director of Customer Experience will oversee the development and implementation of company-wide initiatives that optimise our customer service operation, customer experience and customer loyalty programmes:
 

• Collaborate with top-level executives and department heads to strategise, plan and implement customer experience initiatives
• Develop and manage the Customer Experience framework, optimising and synchronising the offline and online consumer journey
• Manage, train and support the Customer Experience teams to a standard of excellence
• Analysing and leveraging customer data insights to continuously enhance customer experience and drive member retention
• Routinely monitor and synthesise member feedback to ensure our consumer experience levels meet expectations
• Develop guest relations initiatives, community events and Loyalty Programmes to drive customer loyalty and referrals
• Leverage existing and additional relevant technologies and tools for reporting and analytics across customer service and other customer-facing functions/ channels
• Manage and implement new club management system to ensure a smooth customer service operation, creating a framework of policies to address customer feedback
• Own and evolve our member policies, providing internal communication and education that effectively communicate such policies to members as needed
• Establish annual goals following an Objective and Key Results (OKR) model to deliver superior customer experiences