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Member Relations Manager

2 weeks ago

Copenhagen, Copenhagen, Denmark Puregym Full time

We are looking for a Member Relations Manager to join our fast-paced Member Relations team at PureGym Denmark. You will be responsible for leading and motivating your team, ensuring exceptional customer service, and driving team performance to meet department objectives. This role requires strong leadership, coaching skills, and a commitment to continuous improvement.

About the team

The Member Services team at PureGym Denmark is a dedicated and high-energy group committed to providing exceptional service to both internal and external stakeholders. We work in a fast-paced, customer-focused environment where collaboration, communication, and continuous improvement are at the heart of everything we do. As part of this team, you will work alongside Performance and Resource Analysts, Team Managers, and Quality Managers to ensure that customer interactions are handled efficiently and effectively. We value innovation, accountability, and teamwork to help shape the best experience for our members.

The Role

As a Member Relations Manager, you will take on a varied and rewarding role that requires strong leadership skills and a problem-solving mindset. Your key responsibilities will include:

  1. Monitoring and tracking individual and team performance, conducting reviews, appraisals, and development plans.
  2. Working closely with the team to ensure inbound contacts are handled within the agreed SLA and prioritising customer satisfaction.
  3. Ensuring team KPIs are met in line with Member Relations objectives.
  4. Working cross functionally to support projects happening around the business and being the 'voice of the member' in these scenarios.
  5. Delivering ongoing coaching and feedback to team members.
  6. Handling management administration, including performance management, investigations, disciplinary actions, and absence.
  7. Assisting in the recruitment process, participating in recruitment events and interviews.
  8. Driving effective communication within the team through 1:1 meetings, team briefings, huddles, and welfare meetings.
  9. Fostering a positive and engaging team culture to ensure high performance and morale.

The person

To be successful in this role, you will need to demonstrate the following skills and attributes:

  1. Proven leadership experience in a customer service environment, with the ability to drive performance and motivate a team.
  2. A solid understanding of customer contact channels, including voice, digital, and social media.
  3. A solution-oriented mindset, with strong problem-solving skills.
  4. Excellent communication, organizational, and time-management skills.
  5. A commercially aware approach, using knowledge and experience to drive success within PureGym.
  6. The ability to multitask effectively in a fast-paced environment.
  7. Resilience, passion, and a commitment to delivering excellent customer service.
  8. Proficiency in MS Office, including Excel and PowerPoint.

If you are a motivated and proactive leader with a passion for customer service and team development, we would love to hear from you

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