Job Description

Customer Experience Team Lead

Full-Time
27 Feb 2023




The Customer Experience (CX) Team Lead role is to mentor and train the Customer Experience team, who are the faces of Core Collective. Core Collective is not just a fitness or wellness business, it is a hospitality business at its core and thus a high level of customer excellence should be achieved. About Core Collective: Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners, by providing a convenient and cost-effective plug-and-play solution at our four centres of excellence at Anson Road, Dempsey, Katong and Sentosa. Core Collective aims to build global fitness, wellness and lifestyle hubs that are centres of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives. What We\'re Looking For: As Core Collective grows we are looking for a Customer Experience Team Lead to join the team. Our Customer Experience Team Lead will be leading the Customer Experience (CX) team, who is the face of Core Collective at each location. The CX team is the familiar face that all Residents and Members can look to when they have questions or issues. They are the "knowledge and call centre" of the business. It is important that each and every single CX team member knows what is going on in the business in order to give accurate answers or to point Residents or Members in the accurate direction. They are the face of welcome and also the face of discipline. Your role as the team lead is also to ensure that the facilities and equipment are well-maintained and upkeep is high, at the same time ensuring your team is firmly following processes with minimal errors. What You\xe2\x80\x99ll Be Doing:

• Operational Management
  • Ensuring that customer service excellence is embedded within Core Collective\'s business, culture and values
  • Resolving disputes and issues with members and residents
  • Daily walk around to ensure that the space is clean, tidy, safe, well maintained and that appropriate SOPs and internal processes are being followed by team members, cleaners and residents
  • Ensuring that customers are retained on the Core Collective platform
  • Assisting residents with CMS management issues
  • Upselling services and generating recurring revenue
  • To plan manpower accordingly during monthly scheduling; To perform shift duties when manpower is down
  • Fortnightly update of the cheatsheet of the regular members and residents of that location for the CX team to familiarise themselves easily
  • Assist with 4Q gathering of location-specific member feedback with weekly insights and recommendations shared with the CX Manager.
  • Reach out to location-specific members whose packages are expiring and/or who have not visited in the past 3 months

• Talent Management
  • Ensuring that the customer experience team are well-trained, accessible and always responds in a timely manner; including knowing products, knowing services and being ambassadors for the space
  • Assist the CX Manager to reiterate the lessons from the monthly training for the CX team on CC systems, processes, products and services for both residents and members
  • Ensuring that each team member understands their role within Core Collective and has a job description and agreed KPIs; Work closely with your line manager to ensure this is completed

• Facilities Management
  • Ensuring the space is clean, tidy, safe, and well maintained and that appropriate SOPs and internal processes are being followed
  • Highlight recurring or important cleaner, FM and operational issues and prepare a report weekly to send to CX Manager

• Budget Management
  • Support line manager in managing the annual budget and constantly strive to create efficiencies with how the budget is allocated

Who You Are:

• At least 3 years of supervisory or managerial experience in leading a customer front facing team
• iTo be successful, you should have strong interpersonal relationship building skills, leadership, prioritisation and communication skills.
• You have a natural tendency to be curious, positive and creative.
• You have a 360 view of business and are able to consider the implications to the customer experience holistically should there be any changes to the business needs.
• Ability to work collaboratively in a cross-functional team
• Have an aptitude to anticipate any changes
• Ability to maintain a keen attention to detail, multitask and work well under pressure
• High level of strategic and forward thinking
• Excellent stakeholder engagement and communication skills
• You have an intermediate to advanced command of both written and spoken English language in order to effectively manage difficult and escalated customer experience situations.

Our Vision To transform Core Collective from a local fitness & wellness business into leading global fitness, wellness and lifestyle hubs that are centres of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives. We achieve our vision by:

• Building fitness and wellness hubs that are centres of excellence in the industry to house the top fitness and wellness professionals

• Providing flexible and convenient access to shared facilities and support services to help professionals grow

• Fostering collaboration and professional development opportunities across various professions and disciplines

• Offering the widest range of premium services and best customer experience for members

Our Values Care (from the Heart)

• Show genuine care and compassion for our team, customers, community, company
• Do things because we care and not because we have to
• Proactiveness to help others (team-mates/stakeholders)

Excellence

• Consistently producing work that wows / impresses / delights your teammates and customers
• Going above and beyond everything that we do
• Continuous Improvement
• Exceptional professionalism

Ownership

• Treat it like your own business
• Owning up to your mistakes and actively solving the mistakes
• Deliver on your promises to your teammates and stakeholders
• Do what needs to get done

Integrity

• Always doing the right thing
• Keeping to our word
• Having each other\xe2\x80\x99s back
• Open and effective 2-way communication (both good and bad)
• Treat others fairly with mutual respect

Agility

• Actively seek learning and able to adapt to new situations
• Able to work with people from various backgrounds, cultures and seniority

Shift system