Job Description
The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships, billing, bookings, and service coordination, enabling an exceptional member experience while maintaining accuracy, compliance, and operational efficiency.
Key Responsibilities and Expectations:
Manage back-office operations supporting front desk, coaches, therapists, and member services teams
Oversee membership administration, including contracts, renewals, freezes, upgrades, and cancellations
Ensure accurate processing of payments, invoices, refunds, and coordination with the finance team
Monitor booking systems for classes, personal training, wellness treatments, and facilities usage
Handle back-office resolution of member complaints and escalations
Maintain accurate member records in CRM and club management systems
Prepare operational and customer service reports (attendance, utilization, churn, service trends)
Coordinate with sales, fitness, wellness, and operations teams to ensure service continuity
Ensure compliance with company policies, data protection, and health & safety documentation
Improve internal workflows related to member onboarding, service delivery, and retention
Manage and coach back-office customer service staff
Support audits, internal controls, and system enhancements
Skills and Competencies
Strong understanding of customer service operations in wellness, fitness, or hospitality environments
High attention to detail and administrative accuracy
Strong coordination and people management skills
Ability to work in a fast-paced, member-centric environment
Analytical and reporting skills
Proficiency in CRM, membership management, and booking systems
Excellent written and verbal communication skills
Fluent in English
Requirements
Bachelor's degree in Business Administration, Hospitality, or related field
46 years of experience in customer service operations or back-office management
Experience in a wellness club, fitness center, spa, or hospitality setting is highly preferred
Team leadership experience is required
Benefits
Competitive Salary: Based on experience and role responsibilities
Club Access: Full access to SEVEN Wellness Club facilities and classes
F&B Discount: 50% off all in-house food and beverage items at The Dose by Silvena
Career Growth: Opportunities to grow across SEVEN's expanding group of brands
Supportive Culture: A team-oriented environment that values initiative, professionalism, and well-being
