Member Liaison Officer

Planet Fitness is looking for a Member Liaison Officer (MLO) who will be responsible for delivering an exceptional member experience by assisting members, resolving queries, supporting retention and ensuring a welcoming, professional club environment.

Key Responsibilities

• Welcome and assist members in a friendly and professional manner.
• Handle member queries, complaints and service requests efficiently.
• Build strong relationships with members and promote a positive club experience.
• Support member onboarding, inductions and follow-ups.
• Assist with member retention, cancellation prevention and win-back initiatives.
• Gather member feedback and escalate concerns where required.
• Promote Planet Fitness services, programmes, referrals and relevant products.
• Encourage member engagement with club activities and the Planet Play App.
• Assist with member events, challenges and community initiatives.
• Monitor and maintain high service and presentation standards within the club.
• Work closely with Reception, Sales, Operations, Maintenance and Cleaning teams.
• Ensure member information and records are accurately maintained.
• Assist with service recovery and ensure member concerns are resolved within required timeframes.
• Support the Club General Manager with member experience initiatives and reporting.
• Ensure all company policies, procedures and service standards are followed.

Requirements

• Grade 12 or equivalent.
• Previous customer service, hospitality, retail, fitness or similar experience preferred.
• Strong communication and interpersonal skills.
• Excellent customer service skills.
• Ability to handle difficult situations professionally.
• Strong organisational and problem-solving skills.
• Computer literate and comfortable using digital systems.
• Reliable and able to work flexible hours, weekends and public holidays.

Key Competencies

• Customer Service & Hospitality
• Communication
• Relationship Building
• Problem Solving
• Teamwork
• Attention to Detail
• Conflict Resolution
• Professionalism
• Member Retention
• Sales & Commercial Awareness

if you are interested in this role, please send your CV to [email protected] 

If you gave not received feedback within 14 days please consider your application unsuccessfull.