Member Experience Manager job at Karen Country Club
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631 Days Ago
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Vacancy title:
Member Experience Manager

[ Type: FULL TIME , Industry: Hospitality, and Tourism , Category: Restaurant & Hospitality ]

Jobs at:

Karen Country Club

Deadline of this Job:
17 February 2023  

Duty Station:
Within Kenya , Nairobi , East Africa

Summary
Date Posted: Thursday, February 09, 2023 , Base Salary: Not Disclosed

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Learn more about Karen Country Club
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JOB DETAILS:

Duties and Responsibilities:

  • Develop and maintain strong relationships with members to encourage participation in Club events and maintain an elevated level of member satisfaction.
  • Monitor member trends, queries, and issues to facilitate an understanding of their needs for the purposes of directing relationship management and marketing.
  • Maintain an issues database to track member feedback at all levels including complaints, complements, suggestions etc. and resolve member issues from all touch points at the Club.
  • Effectively address member and operational queries on a day-to-day basis.
  • Manage all steps of member onboarding and off boarding process.
  • Design and implement initiatives to acculturate new members, and others to keep current members engaged.
  • Effectively communicate with stakeholders to increase knowledge of membership goals, membership satisfaction, member retention, and member related activities.
  • Train staff to provide the highest standards of service.
  • Work closely with the credit control department to ensure billing and payment matters are addressed professionally and as guided by the Club by-laws and policies.
  • Develop and execute a comprehensive communications strategy that enhances the awareness of the Club’s brand both to the public and to the Club’s member community.
  • Develop and publish marketing materials, posters, memos on news and announcements and internal publications.
  • Develop and implement a Marketing Strategy for the Club.
  • Manage production of member-related communication materials to keep members abreast of ongoing/upcoming Club activities.
  • Oversee all Club-level member communications and partner with marketing and creative service providers for development of all necessary materials.
  • Maintain marketing initiatives that will ensure effective revenue generation of the Club.
  • Ensure the front of Club operations run smoothly and any challenges are addressed.
  • Oversee member bookings and ensure handover is made to the events department.
  • Ensure optimal utilization of the Club system for value addition from the data therein.
  • Ensure standard operating procedures (SOPs) and policies are in place and adhered to.
  • Prepare membership reports such as monthly member movement reports, sales analysis reports.
  • Responsible for member data both electronic and physical forms.

Required Qualifications and Experience

  • Degree in Marketing, Public relations, or Communications
  • Diploma in Customer Service
  • Minimum of 7 years’ experience in the hospitality or service industry.
  • Experience in use of ERPs/CRMs
  • Knowledge of relationship management metrics and service charter.
  • Experience in relationship management, marketing, media relations and event planning

Personal Attributes & Functional Skills

  • A high level of confidentiality, ethics, and integrity.
  • Excellent people and relationship management skills.
  • Strong analytical, customer service, communication, and interpersonal skills.
  • Open minded, positive attitude with an ability to remain calm in difficult situations.
  • Ability to tactfully address matters assertive, firm yet hospitable.
  • Ability to hold multiple perspectives and show mental agility in approaching problems.
  • Effective management of time and priorities.
  • Ability to multi-task and produce high-quality work.
  • Excellent planning, organization skills and time management.
  • Ability to work across a range of projects with multiple stakeholders.
  • Initiative-taking with a sense of ownership, resourceful and pro-active.
  • Ability to monitor and interpret trends.



Work Hours: 8


Experience in Months: 72

Level of Education:
Bachelor Degree

Job application procedure
Interested and qualified applicants should send their updated CVs and application letters to recruitment@karen.or.ke by 5.00 pm on 17th February 2023. Only shortlisted candidates will be contacted.

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QUICK ALERT SUBSCRIPTION

17 February 2023
Job Info
Job Category: Management jobs in Kenya
Job Type: Full-time
Deadline of this Job: 17 February 2023
Duty Station: Nairobi
Posted: 09-02-2023
No of Jobs: 1
Start Publishing: 09-02-2023
Stop Publishing (Put date of 2030): 09-02-2077
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