MEMBER EXPERIENCE & OPERATIONS MANAGER / EXECUTIVE

Key Responsibilities

1. Daily Operations Management

• Oversee the overall daily operations of the center, including opening and closing procedures.
• Prepare staff schedules, workforce planning, and attendance management.
• Ensure all facilities and customer touchpoints operate efficiently and effectively.
• Supervise front desk operations and maintain excellent customer service standards.
• Ensure consistent implementation and compliance with the Company's Standard Operating Procedures (SOPs).

2. Member Experience & Customer Service

• Deliver an exceptional customer experience and maintain high levels of member satisfaction.
• Handle member inquiries, feedback, complaints, and service recovery in a professional manner.
• Develop and implement initiatives to improve member engagement and retention.
• Monitor customer satisfaction and continuously enhance service quality.

3. Safety, Compliance & CRM Management

• Ensure compliance with all safety regulations, operational policies, and emergency procedures.
• Conduct regular safety inspections and manage incident reporting processes.
• Maintain accurate member records, CRM data, visitor information, and facility usage records.
• Analyze operational and customer data to identify opportunities for business improvement and operational excellence.

4. Team Leadership & Operational Excellence

• Lead, supervise, coach, and develop the Front Desk and Operations teams.
• Coordinate effective communication and collaboration among the Operations, Facilities, and Management teams.
• Monitor operational KPIs and prepare regular operational performance reports.
• Continuously identify opportunities to improve operational efficiency, business processes, and customer experience.

5. Event Operations & Support

• Plan, coordinate, and support the execution of sports tournaments, corporate events, workshops, community programs, and promotional activities.
• Coordinate venue setup, staffing, equipment, vendors, logistics, and overall event operations.
• Ensure a seamless and high-quality experience for participants, members, and visitors throughout each event.
• Work closely with the Marketing and Business Development teams before, during, and after events.
• Conduct post-event evaluations, prepare operational reports, and recommend continuous improvements.

• Qualifications
• Bachelor's degree in Business Administration, Hospitality Management, Sports Management, Operations Management, or a related field.
• Minimum 3–5 years of experience in Operations Management, Customer Experience, Hospitality, Facility Management, or a related industry.
• Previous experience in a supervisory or managerial role is highly preferred.
• Customer-focused mindset with strong interpersonal and relationship-building skills.
• Excellent organizational, communication, and problem-solving abilities.
• Experience using CRM systems and operational reporting tools is an advantage.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Strong sense of ownership, accountability, and commitment to operational excellence. ·
• LANGUAGE : Fluent in Korean

SALARY

• NEGOTIATE (from 20.000.000 ~ 35.000.000 gross)
• BENEFITS: ·        Company-provided laptop/desktop; company car available for business trips ·        Opportunities to attend overseas exhibitions, research programs, and Korea trips (for outstanding employees) ·        Full salary-based social insurance coverage ·        Free coffee, tea, and soft drinks at the office ·        Employee discounts on all COBI GROUP products ·        Foreign language training support: 50% of monthly tuition (up to 1,000,000 VND/month) ·        Child tuition support: 500,000 VND per child (from 3 years old).
• Up to 2 children per employee ·        Domestic & international business trips: All expenses covered by the company.
• Additional daily travel allowance ·        Overtime compensation in accordance with Labor Law ·        Annual health check-up ·        Salary review once per year & 13th-month salary ·        Seniority allowance: +300,000 VND/year (after every 12 months of service) ·        12 days of annual leave ·        Trade Union membership upon signing official labor contract, with full benefits for holidays, birthdays, and welfare programs
• OTHER INFOMATION: ·        Time to work: 8:00 am – 18:00 pm (Monday – Friday) ·        Location: Cobi Home Long Hau, Long Hau Industrial, Tay Ninh Province