Members Relation Executive

Member Relations Executive - Job Description

Designation: Member Relations Executive

Department: Club Operations

Reporting To: General Manager Operations

Salary: Up to ₹45,000/- Gross per month

Joining Timeline: Immediate Joining to within 15 days

Job Summary:

The Member Relations Executive will be responsible for ensuring smooth member interaction, handling member concerns and complaints professionally, maintaining positive member engagement, and coordinating club activities/events to enhance overall member satisfaction. The role also includes managing member communication through social media platforms and other communication channels to keep the club active and engaging.

Key Responsibilities:

Member Relationship Management

• Act as the primary point of contact for members regarding queries, requests, feedback, and complaints.
• Handle member grievances professionally and ensure timely resolution by coordinating with concerned departments.
• Maintain cordial and professional relationships with club members to ensure high levels of member satisfaction.
• Conduct regular follow-ups on member complaints and service requests.

Complaint Handling & Coordination

• Draft and maintain records of member complaints, feedback, and resolution status.
• Coordinate with departments such as F&B, Housekeeping, Sports, Security, and Operations for issue resolution.
• Escalate critical member concerns to management when required.
• Ensure proper communication etiquette while interacting with premium members and guests.

Member Engagement & Club Activities

• Plan and coordinate member engagement activities, events, tournaments, festive celebrations, and social gatherings.
• Assist in promoting club activities and increasing member participation.
• Coordinate event communication, invitations, registrations, and feedback collection.
• Work closely with vendors and internal teams for successful event execution.

Social Media & Communication

• Manage member communication through WhatsApp groups, Instagram, Facebook, and other digital platforms.
• Create and circulate event promotions, notices, club updates, and engagement posts.
• Ensure timely communication regarding club activities, offers, closures, and important announcements.
• Maintain a professional and positive digital presence for the club.

Required Skills & Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship management abilities.
• Good complaint-handling and conflict-resolution skills.
• Basic knowledge of social media management and digital communication.
• Event coordination and organizational skills.
• Professional grooming and etiquette.
• Ability to work in a fast-paced hospitality/club environment.

Preferred Qualifications

• Graduate in Hospitality, Management, Public Relations, or related field.
• 3-5 years of experience in member relations, hospitality, guest relations, customer service, or social media coordination preferred.
• Experience in clubs, hotels, hospitality, or recreation industry will be an added advantage.

Key Performance Indicators (KPIs)

• Member satisfaction and feedback ratings.
• Timely resolution of member complaints.
• Increase in member engagement and participation in events.
• Quality and consistency of member communication.
• Social media engagement and communication effectiveness.