Manager Customer Care

1 week geleden

Amsterdam, Noord-Holland, Nederland Urban Gym Group Voltijd

New role: Manager Customer Care

This is your chance to shape the future of hospitality in fitness. At UGG (TrainMore, Clubsportive, Gymbox, BTY CLB), we believe that an exceptional member experience is what sets us apart. As our Manager Customer Care, you'll play a pivotal role in creating unforgettable experiences for thousands of members.

You are responsible for leading the customer care function, ensuring members receive exceptional service across all channels. This role involves managing a team of customer care specialists, overseeing ticket resolution and live chat, and driving continuous improvement in service delivery.

Key tasks

  • Recruit, train, and mentor the Customer Care team.
  • Set clear objectives and monitor performance through regular reviews.
  • Foster a positive, member-focused culture within the team.
  • Oversee handling of member queries via email, ticketing system, and live chat.
  • Ensure timely and accurate resolution of all member issues.
  • Monitor KPIs such as response time, resolution rate, and CSAT.
  • Analyse service data to identify trends and implement improvements.
  • Collaborate with other departments to resolve cross-functional issues.
  • Manage CRM and ticketing platforms to optimise workflows.
  • Ensure live chat functionality is efficient and user-friendly.

Skills and experience

  • Proven experience in customer service management, ideally in fitness, hospitality, or retail sectors.
  • Proficiency in CRM systems and live chat tools.
  • Ability to analyse data and drive operational improvements.
  • Passion for creating memorable experiences and exceeding expectations.
  • Experience in a subscription-based or membership-driven business, including the financial aspects of fee collection, promotions, and debt management.
  • Preferably holds a degree in hospitality, business, or commercial studies.
  • Fluent in English; proficiency in Dutch is a pre.

You

  • Strong leadership skills with experience managing teams.
  • Excellent communication and interpersonal skills.
  • Problem-solving and conflict resolution.
  • Data-driven decision-making.
  • High emotional intelligence and empathy for members.

We offer

  • A role with autonomy and creativity: your ideas matter.
  • Opportunities for professional growth in a fast-expanding company.
  • Excellent conditions.
  • Free and unlimited access to professional coaching sessions, mindfulness sessions, webinar and master classes with coaches and psychologists.
  • Free sports in all our first-class clubs and studios for you and your +1.
  • Development through our in-house and external academy.
  • One day a year of paid charity work of your choice.
  • A beautiful and attractive head office just 10 minutes' walk from Amsterdam Central station.

To foster collaboration, coaching, and team energy, we expect our colleagues to work on-site (head office or clubs) fulltime.

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