ROLE OVERVIEW
The Role: Membership & Under 30 Manager,
You will report to the Head of Membership and will lead membership sales, acquisition operations and engagement in a fun and high-performing environment. This role will give you the opportunity to build relationships with the industry leaders and rising stars who make up our membership base. As the Head of Under 30, you will be leading the charge to acquire, engage and retain Under 30 members with activations, promotions and perks.
KEY OBJECTIVES & DELIVERABLES.
MAIN RESPONSIBILITIES
What you will do:
This is a membership sales and community engagement position, based out of Mandala Club premises in Singapore. You will be responsible for new member acquisition through guiding all general leads through the entire sales cycle, from the creation of creative and innovative membership sales and marketing plans, prospecting, through to member onboarding to CRM throughout the member lifecycle. Use of membership and sales data to identify trends and lead generation opportunities is critical.
● Sales Operations Management
○ Ensure Membership Acquisition Team KPIs are fulfilled:
■ Sales leads data research & outreach is completed on a daily basis
■ Tours are hitting volume targets
■ Prospective member tours are convert to new membership sales
■ Customer Acquisition Cost is within budget (ENT)
■ Pipeline targets are hit monthly
■ Sales lead platform is updated on a weekly basis
○ End-to-end management of all pipeline related sales initiatives
○ Proactively identify new sales opportunities on- and off-site
○ Create and execute new membership sales and marketing plans, and new initiatives
○ Work closely with other departments team to streamline member and prospective member communication
○ Report on sales trends, challenges, acquisition data insights and evolving member needs and align it with marketing and sales strategy
○ Ensure prospective member profile notes are populated daily and are accessible by anyone else with member feedback touchpoint
○ Work closely with marketing on relevant automation and membership marketing collateral development
● Member Integration & Onboarding Management
○ Ensure new member onboarding process is streamlined and relevant data is recorded in CRM platform
○ Ensure new members are invited to networking events and well-integrated into the Mandala Club team and community
○ Manage all U30 new member on-boarding, new member induction processes, and provide the very best start to their membership and club experience.
● Under 30 Acquisition, Engagement & Retention
○ Develop, implement & oversee a recurring calendar of events, experiences, perks and activities for U30 prospective & current members
○ Manage the Mandala Club U30 committee.
○ Work closely with other departments on U30 events ideation & execution, creating marketing collaterals, post-event feedback evaluation, etc.
○ Partner with all departments and colleagues across the club to ensure that the member experience remains world class.
○ Foster membership engagement through experiences, events and get-togethers, bringing both members and the community together, increasing their connection with the membership.
○ Ensure that membership engagement plans focus on each day of the week, including quieter times in the club, such as weekends, mornings, or evenings.
○ Oversee U30 lead generation:
■ advertising
■ acquisition events both on and off-site
■ referral campaigns
■ funnel optimisation
○ Act as the face of the club to members, especially U30 members, responding positively to all enquiries and needs of our members, ensuring timely resolutions to issues that they may arise.
○ Being present on the club floor as much as possible.
○ Form and execute creative plans to support member retention.
● The need for flexibility
○ An essential part of this role is to be flexible with the needs of the membership, club and business, and to be willing to work outside ‘office hours’. The Mandala club operates across multiple sites, at night, on weekends and holidays; as does our dedication to the membership experience. Your rota may reflect this, and is mandatory when required.
