(Assistant) Customer Experience & Operations Manager

The Assistant Customer Experience & Operations Manager ensures that all the facility management and operations in our organization are carried on in an efficient, professional and cost-effective way at the same time delivering a high level of excellence customer experience to our residents and members.

Who We Are:

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 three centres of excellence at Anson, Dempsey, and Katong.

Our purpose is to help our residents grow their businesses through comprehensive business support services and outstanding customer experience for their clients at every touchpoint. We expertly manage the mundane but necessary tasks so that our residents can focus on their passions - With us, they are not just renting space; they’re partnering for success.

Who are our residents:

In Core Collective lingo, our customers are called Residents. Personal Trainers, Chiropractors, Pilates instructors, Physiotherapists, etc. are a few examples of our residents who make up the community of health and wellness professionals.

Your impact:

Our Assistant Customer Experience & Operations Manager supports and advises on all areas relating to facilities and operations as well as manages and monitors Core Collective's Customer Experience Team to ensure optimized interactions between the business, our Residents and Members.

Acting as an experienced professional, our Assistant Customer Experience & Operations Manager will be continually focused on handling full scope of facilities management (hard and soft services) to a portfolio of spaces and centers that Core Collective occupies. He/she will spearhead the strategic direction, talent management and operational aspects of the Customer Experience Team to achieve the customer excellence standards vision of Core Collective.

What You’ll Be Doing:

Customer Experience

• Drive and ensure the customer experience team delivers excellent customer service and increase customer satisfaction rate
• Lead initiatives to improve customer experience, collaborating with other departments when necessary
• Enforce Core Collective house rules and policies to our residents and members while delivering excellent customer service standards across all centers
• Optimize manpower scheduling to ensure uninterrupted operations at all Core Collective locations
• Collect, analyze, and interpret customers’ data to optimize the customer experience
• Develop strategies to enhance retail sales at each location

Operations

• Facilities management
  1. Create and consistently review the operational processes and SOPs to optimize efficiency.
  2. Anticipate and address operational and facility issues including but not limited to gym floor and gym equipment, wellness rooms and it’s respective set up, and all other common areas in a timely manner
  3. Identify and recommend cost-effective improvements
  4. Develop and execute plans for facility inspections, addressing any damage, defects, or faults promptly
  5. Liaise with landlords and building management to ensure smooth operations
  6. Lead space and facilities improvement projects, optimize gym layout and maintain the functionality of gym equipments
• Vendor Management
  1. Source, select, and manage service contractors and vendors, including IT support and cleaning services
  2. Vendor assessment and review, recommending change where necessary
  3. Hold vendor accountable for services and goods delivered
• Stakeholder management
  1. Respond to operational and maintenance requests from team members and customers promptly

Budget Management

• Manage operational budgets across all locations, ensuring spending within budget, optimizing cost efficiency

Team Development and Performance Management

• Manage all Customer Experience team members in 3 locations
• Recruit, train and supervise team members to drive work performance
• Provide leadership and guidance to all Customer Experience Team leads in all 3 locations

Who You Are:

• 5+ years of relevant work experience in customer service and facilities management
• Have been in a supervisory or managerial role with experience leading a team
• Self-motivated, ability to work collaboratively in a cross-functional team
• High level of strategic and forward-thinking mindset and independent problem-solving skills
• Good written and verbal communication skills to respond to customer feedback and manage vendor relationships
• Excellent interpersonal skills and experience in building strong relationships
• Proven track record in facilities management within a fast-paced, dynamic environment, maintaining and improving space for higher customer satisfaction
• Cost-conscious with the ability to manage vendor performance effectively

Our Vision

In line with our parent company Aurum and WH Group, our shared vision is to Build sustainable businesses that positively impact lives across generations (i.e. Do Well Do Good). We aspire 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:

1. Building fitness and wellness hubs that are centres of excellence in the industry
2. Filling our space with the best fitness and wellness professionals
3. Providing the best platform and support services to help our professionals grow
4. Fostering collaboration across disciplines for healthier and happier lives

Our Core Values
Benevolence

• 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’s 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