MEMBERSHIP EXPERIENCE DIRECTOR

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The Hollandse Club

The Hollandse Club (‘Club’) (www.hollandseclub.org.sg)  is a family friendly, international club in a resort style setting. It offers a wide range of sports, recreation and dining facilities for its members. Being part of the Hollandse Club means working in a fun, dynamic, fast-paced and multi-cultural work environment with an international group of colleagues coming from a wide variety of countries.

Job Description

As Membership Experience Director you will be responsible for managing the membership experience across the Club, from the point of entry, the enjoyment and use of Club’s facilities, delivering all sports and social activities, membership administration, and all member touchpoints.

This role will liaise closely with every aspect of Club management across each department. You are a part of the Management Team of the Hollandse Club and report to the General Manager (GM). In the absence of the GM, you report to the Main Committee, and you may be called to cover for the GM in his/her absence. As an active member of the Management Team you will be sharing and driving the Club’s culture, vision, and values across the department and throughout the Club and work very closely together with the other MT members towards common goals. 

Customer Service

Ensure high levels of customer service across the Club. Review existing practices to ensure they are fit for purpose, smart and customer friendly. Propose practices to promote customer loyalty and increase member spend.

 

Members Engagement

Engage with the Membership; be present around the Club and conduct membership surveys as required to garner feedback and respond/ react as required. Take ownership of the ‘Suggestion Mailbox’ communication.  Own and manage membership attrition; monitor feedback and address concerns to retain members where possible. 

Membership Administration

​Oversee and manage the administration of all aspects of Membership to ensure a professional, efficient, and high standard of customer service. Make recommendations as required to automate processes to reduce the administrative burden for all and improve the experience.   

 

Sports and Events

​Oversee and manage the planning and delivery of the Club’s sports and events calendar. Ensure there are engaging activities which maximize use of all Club’s facilities and appeal to the different segments of the Membership. Support the Club’s committees, as applicable.

 

Facility Usage

Monitor and manage the use of the facilities. Optimize the use of each facility to maximize efficiency and member enjoyment. Address concerns, and make recommendations for improvement, as required, to enhance the Membership experience.

People Management & Development

Enable competency development and capability building for the Membership Experience Team and the individual employees within the team. Set objectives for team members and perform the monitoring of these.

Requirements

  • Preferably qualifications in Hospitality/ Club Management/ Event Management / Business Management (degree level).

  • International mindset and experience

  • At least 5 years of proven track record of managing events/ customer service/ client facing operations in clubs/ hospitality.

  • Candidates must possess strong leadership, people management skills and a sense of humour. 

  • Excellent command of English, both written and verbal.

  • Excellent interpersonal, communication, written and numeracy skills.

  • Ability to work well under pressure and balance multiple priorities and assignments.

  • IT literate – up to date knowledge of CRM, marketing, booking systems and procedures. 

  • Has a hands-on attitude.

  • Must be willing to work during evenings, weekends, and Public Holidays.

  • Please note Club members and their families are excluded from applying for this position.

 

Salary Range

  • $6000 - $9000 per month (depending on experience)

Procedure
If you are keen to join our dynamic team, email your detailed CV and motivation to officemanager@hollandseclub.org.sg

  • Within your application, clearly state your citizenship, your employment eligibility status in Singapore and if you require sponsorship for a Work Pass.

  • Incomplete applications will not be taken into consideration.

  • Only short-listed applicants will be invited for an interview To those applicants not short-listed, we extend our appreciation for considering the Hollandse Club as a potential employer.

  • Please note that Club Members are excluded from applying for this position.