About the role

Our client is a private wellness club with a limited membership. Members pay for personal attention and expect the club to know them, including when they have stopped coming in.

As a Member Retention Specialist, you will make those calls on the club's behalf. You will contact members who have lapsed, members approaching renewal and members whose payment details need attention. Each conversation is a personal check in. You find out how the member is, learn what has changed and look after them. Some will stay and some will leave, and both are owed a courteous conversation. What you learn goes back to the club.

This is a hospitality role carried out by phone, text and email. We are looking for people from luxury hotels, private clubs and premium venues who can hold an unscripted conversation with a senior professional and sound at ease doing it.

Accountabilities

- Contact members by phone, and by text or email where they prefer, following the tiering and sequencing rules set by the client's Head of Retention.
- Read the member's history before every call: tier, club, favourite experiences and recent visits. Open the conversation with them, not with a script.
- Use the agreed call guides as a reference only. Keep each conversation natural, unhurried and in the club's voice.
- Find out why a member's visits have dropped, record it in their words, and escalate members at risk of cancelling through the agreed protocol.
- Handle payment follow up with tact. Send a secure link for card updates. Never take or read out card details.
- Write follow up texts and emails to the same standard as your calls: warm, accurate and free of errors.
- Treat everything you know about a member, including health and membership details, as confidential.



Do not discuss members outside the program.
- Log every outcome in the client's systems on the day of the call.
- Attend training, including time on site at the clubs, and take part in regular coaching and call reviews with the Team Leader.

Capabilities

- A warm, natural speaking voice and the ability to hold an unscripted conversation with senior, high profile members
- A hospitality mindset: you anticipate what a member needs before they say it
- Polished presentation, tone and manner
- Discretion with personal and health information
- Transparent, professional written communication
- Empathy and sound judgement when a member is unhappy, in arrears or ready to leave
- Careful, accurate record keeping
- Comfort using a CRM and membership systems

Measures of success

- Call quality, assessed on tone, listening and member experience rather than call length
- Completed contacts per day by member tier, against the targets agreed with the client
- Progress against the agreed backlog plan
- Accuracy and timeliness of call logging
- Timely, appropriate escalation of members at risk
- No privacy or payment handling incidents

Experience and qualifications

Essential

- At least 2 years in a client facing role in luxury hospitality, such as hotel guest services, concierge or front office, a private members club, premium retail or fine dining
- Excellent spoken and written English
- Right to work in Australia
- Satisfactory background and reference checks

Desirable

- Experience in membership, client relations or wellness
- Experience working with confidential or health related information
- Experience working with high net worth clients

Pay: $63,000.00 per year

Experience:

- Hospitality: 2 years (Required)

Work Authorisation:

- Australia (Required)

Work Location: In person

📌 Guest Relations Officer (Melbourne)
🏢 Acquire Intelligence
📍 Melbourne