Member Relations Associate

ROLE OVERVIEW

The Member Relations Associate at Mandala Club Singapore reports to the Assistant Member Relations Manager and serves as a vital connection point between our members and the club. This role combines warm hospitality with personalized service, helping to create a welcoming community where members feel at home and valued.

As a Member Relations Associate, you'll be the friendly face of Mandala Club, getting to know our diverse members personally and helping them make the most of their membership. You'll anticipate their needs, remember their preferences, and go above and beyond to create meaningful experiences that enrich their lives and foster connections within our community.

The role evolves from the traditional reception function, incorporating strategic engagement responsibilities to enhance member satisfaction, retention, and the overall club experience.

This role requires someone who thrives in relationship-building, has a keen eye for service excellence, and is committed to both operational efficiency and member engagement.

KEY OBJECTIVES & DELIVERABLES.

MAIN RESPONSIBILITIES

MEMBER EXPERIENCE & COMMUNITYBUILDING

. Serve as the first point of contact for members, ensuring a welcoming and personalized experience.

. Build genuine relationships with members, proactively learning their preferences and interests.

. Support engagement initiatives by executing outreach strategies (WhatsApp, email, direct invitations).

. Assist in curating and co-hosting membership events, cultural experiences, and Circles.

. Gather member feedback and relay insights to optimize the member experience.

SERVICE & OPERATIONAL EXCELLENCE

. Manage reservations, check-ins, and seating arrangements with a service-oriented approach.

. Ensure smooth front desk operations while maintaining an engaging and responsive atmosphere.

. Collaborate with the F&B, Events, and Marketing teams to ensure seamless member experiences.

. Ensure all CRM data is updated in real time, tracking member interactions and engagement metrics.

ENGAGEMENT & QUALITYASSURANCE

. Act as a liaison between members and operations, ensuring service consistency across all departments.

. Monitor and track engagement metrics, analyzing data to inform improvements.

. Implement structured feedback loops to identify pain points and elevate member satisfaction.

. Conduct engagement audits, evaluating service standards across F&B, events, and club experiences.

. Support in driving proactive issue resolution, addressing concerns before they escalate.

. Collaborate with stakeholders to integrate engagement strategies across departments.