Overview
Membership Director/Customer Experience Head Jobs in Makati, National Capital Region, Philippines at Surge Fitness + Lifestyle
Title: Membership Director/Customer Experience Head
Company: Surge Fitness + Lifestyle
Location: Makati, National Capital Region, Philippines
We are seeking a highly accomplished and relationship-driven Membership Director / Head of Customer Experience to lead our Membership and Guest Experience operations. This executive role is responsible for driving membership growth, strengthening member retention, cultivating premium member networks, and delivering exceptional experiences that uphold the standards of a luxury private club.
The ideal candidate possesses extensive experience in luxury hospitality or elite private clubs, with a proven ability to build meaningful relationships with high-profile members, corporate executives, business leaders, and distinguished guests while creating an unparalleled membership experience.
Key Responsibilities
- Develop and execute strategic initiatives to increase membership acquisition, retention, and overall member satisfaction.
- Build, expand, and maintain premium member networks, fostering strong relationships with high-net-worth individuals (HNWIs), corporate executives, entrepreneurs, diplomats, community leaders, and VIP clientele.
- Identify and cultivate strategic partnerships, corporate memberships, and referral opportunities through professional networking and relationship management.
- Lead the Membership, Concierge, Guest Relations, and Customer Experience teams in delivering world-class, personalized service.
- Develop exclusive member engagement programs, networking events, lifestyle experiences, and loyalty initiatives that strengthen member relationships and community.
- Serve as the primary point of contact for VIP members and effectively manage escalated concerns through proactive service recovery.
- Collaborate with Sales, Marketing, Sports & Recreation, Food & Beverage, and Club Operations to ensure seamless and memorable member experiences.
- Analyze membership trends, customer satisfaction metrics, and retention data to develop continuous improvement strategies.
- Drive membership sales performance and achieve annual membership and revenue targets.
- Ensure compliance with club policies, service standards, and luxury hospitality best practices.
- Mentor and develop department leaders while fostering a culture of excellence, professionalism, accountability, and exceptional hospitality.
- Represent the club at industry events, networking functions, corporate gatherings, and community engagements to enhance brand visibility and attract prospective members.
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, Marketing, Tourism, or a related field.
- Minimum of 5–8 years of senior leadership experience in Membership Management, Customer Experience, Luxury Hospitality, Guest Relations, or Private Club Operations.
- Required experience in a Five-Star Hotel, Luxury Resort, Integrated Resort, Private Members Club, Golf Club, Yacht Club, or High-End Country Club.
- Demonstrated success in building and managing premium member networks and cultivating relationships with affluent clientele and key decision-makers.
- Proven track record in membership acquisition, retention, business development, and customer relationship management.
- Strong professional network within the luxury hospitality, lifestyle, corporate, or private club sectors is highly desirable.
- Outstanding leadership, communication, negotiation, and stakeholder management skills.
- Exceptional interpersonal skills with the ability to engage confidently with high-profile members and executives.
- Experience in resolving complex customer concerns while maintaining the highest standards of discretion and professionalism.
- Strong analytical and strategic planning capabilities with experience managing KPIs and operational performance.
- Proficient in Microsoft Office and CRM or Membership Management Systems.
- Flexible to work weekends, holidays, and club events as required.
Preferred Qualifications
- Established network within the luxury hospitality, business, lifestyle, sports, golf, or private club community.
- Experience leading luxury membership programs, VIP engagement initiatives, and exclusive networking events.
- Professional certifications in Customer Experience (CX), Hospitality Management, Leadership, or Sales Management are an advantage.
What We Offer
- Competitive executive compensation package with performance-based incentives.
- Opportunity to lead one of the country's premier private club experiences.
- Professional growth within a luxury hospitality environment.
- A collaborative culture dedicated to service excellence, innovation, and creating exceptional member experiences.
