Member Success Advocate (Team Leader)

About the role

The MSA (Member Success Advocate) is the Team Lead of the Member Success team. Aside from performing all duties of Member Service Advocate, The MSA Team Leader is responsible for leadership, VIP member management, complaint resolution, daily club operations, and team performance. This role requires strong leadership, P&L awareness, and operational excellence.

Key responsibilities

• Manage, mentor, and supervise Member Service Advocate Conduct daily huddle / briefing to align targets, manpower, and priorities for the day
• Manage daily manpower scheduling and ensure full coverage of the front desk
• Conduct regular performance evaluation of Member Service Advocate and provide coaching and development plans
• Monitor daily accomplishments and sales performance of the entire MSA team
• Handle and build relationships with VIP members - specifically ELITE and ULTIMATE members
• Serve as the primary point for handling escalated member complaints and service recovery, ensuring resolution and retention
• Maintain confidentiality and provide premium, personalized service to high-value members
• Do regular rounds around the club to ensure member satisfaction, cleanliness, and operational standards
• Ensure daily checklists are prepared, accomplished, and all files are properly filed and updated

About you

• With 2–3 years of experience in membership acquisition and sales.
• At least 2-3 years experience in sales & retention with at least 1 year in a supervisory/team lead role
• All skills required for Member Service Advocate with advanced leadership and people management
• Strong ability to handle pressure, complaints, and VIP clients
• Excellent organizational, reporting, and analytical skills
• Working knowledge of P&L, sales forecasting, and club operations
• Decisive, accountable, and leads by example
• Must adhere to company grooming and uniform standards
• Willing to work on weekends, holidays, and shifting schedules
• High integrity when handling cash, payments, and confidential member information