Customer Relations Manager - Reignwood Holding Co., Ltd.

1. CRM Strategy and Customer Journey

• Develop and implement CRM plans aligned with the center’s commercial and service objectives.
• Manage customer engagement throughout the journey, from initial inquiry and onboarding to ongoing participation, renewal, and reactivation.
• Establish customer segments based on interests, membership status, participation, and purchasing behavior.
• Identify opportunities to improve the customer experience across sales, bookings, programs, and member services.

2. Member Engagement and Retention

• Develop onboarding, welcome communications, renewal reminders, and member engagement initiatives.
• Monitor membership expiry dates and coordinate timely renewal follow-ups with Sales.
• Identify inactive or at-risk members and implement appropriate retention and reactivation campaigns.
• Develop loyalty and referral initiatives to encourage repeat visits and recommendations.
• Coordinate customer surveys and turn feedback into practical service improvements.

3. CRM Systems and Data Management

• Manage the day-to-day use of the CRM platform and maintain accurate, complete customer records.
• Establish consistent processes for data entry, lead assignment, customer segmentation, and follow-up tracking.
• Work with relevant teams to connect customer information across membership, booking, and communication systems.
• Train users and support the adoption of CRM processes across departments.
• Coordinate with IT and system providers to resolve issues and improve system functionality.
• Ensure customer data and communication preferences are handled in accordance with company policies and applicable data protection requirements.

4. Campaigns and Sales Support

• Plan targeted communications for memberships, coaching programs, events, and promotional offers.
• Coordinate with Marketing on campaign content, schedules, and communication channels.
• Support Sales with qualified customer insights and opportunities for additional purchases.
• Monitor campaign results and recommend improvements to targeting, messaging, and follow-up.
• Manage communication frequency to keep messages relevant and consistent.

5. Customer Insights and Reporting

• Prepare dashboards and reports on engagement, renewals, retention, customer activity, and campaign performance.
• Analyze customer behavior to identify trends and opportunities for revenue growth.
• Monitor reasons for cancellations, non-renewals, and inactivity.
• Present findings and recommend actions to Sales, Marketing, Sports, and Operations teams.

6. Team Leadership and Collaboration

• Lead and coach CRM team members, where applicable.
• Work closely with Sales, Marketing, Member Services, Sports, Operations, Finance, and IT.
• Establish clear responsibilities and response standards for customer follow-ups.
• Coordinate the tracking and escalation of customer concerns to the relevant teams.